Request For Proposal

.
IT
REQUEST FOR PROPOSAL
FOR BUIILDING, MIGRATING AND OPERATING

A CONTACT CENTRE FOR
Ref: SBI:CCOD-01/2018-19 dated : 09/08/2018
Contact Centre Operations Department,

Vadodara
RFP for Building, Migrating and
Operating a Contact Centre
Page 2 of 254 Confidential & Proprietary

S.N. Index
1 Invitation to Bid
2 Disclaimer
3 Definitions
4 Scope of work
5 Eligibility and technical criteria
6 Cost of Bid document
7 Clarifications and amendments on RFP/Pre-Bid meeting
8 Contents of Bid documents
9 Earnest Money Deposit (EMD)
10 Bid preparation and submission
11 Deadline for submission of Bids
12 Modification and withdrawal of Bids
13 Period of validity of Bids
14 Bid integrity
15 Bidding process/ opening of technical Bids
16 Technical Evaluation
17 Evaluation of price Bids and Finalization
18 Contacting the Bank
19 Award criteria
20 Power to vary or omit work
21 No waiver of Bank’s rights or successful Bidder’s liability
22 Contract amendment
23 Bank’s right to accept any Bid and to reject any or all Bids
24 Performance Bank Guarantee
25 Services
26 Compliance with IS Security Policy
27 Penalties
28 Right to verification
29 Purchase price
30 Right to audit
31 Sub-contracting
31.a Non-sharing of Resources
32 Validity of agreement
33 Insurance
34 Limitation of liability
35 Confidentiality
36 Delay in vendor performance
37 Vendor’s obligations
38 Technical documentation
39 Patent/Intellectual Property Rights
40 Liquidated damages
41 Conflict of interest
42 Fraud and corrupt practices
43 Termination for default
44 Force majeure
45 Termination for insolvency
46 Termination for convenience

47 Disputes and arbitration

48 Governing languages
49 Applicable law
50 Taxes and Duties
51 Tax deduction at sources
52 Tender Fee
53 Legal relationship
ANNEXURES
Annexure No. Head of Annexure Page No.

Part 1 Definitions and Legal terms 9
Part 2 Schedule of Events 41
A Bid form (Technical Bid) 43
B Bidder’s Eligibility criteria 46
C Format for Submission of Functional and Technical 49
Specifications
C1 Functional specifications 51
C2 Technical specifications 71
D Bidder details 107
E Scope of work 109
F Indicative Commercial Bid 192
G Format for Bank Guarantee as Earnest Money Deposit 194
H Format for submission of Performance Bank Guarantee 197
I Penalties 200
J Non-disclosure Agreement 202
K Pre Bid Query Format 207
L Pre-Contract Integrity Pact 208
M Solutions and Services Description 216
N Authorisation Letter 220
O Service Level Agreement 221
1 Deliverables / Scope of Work 243
2 Infrastructure Management Services 245
3 Service Desk Support Metric 246
P Deviation Sheet 251
Appendix-A IVR Features 252

ABBREVIATIONS
Abbreviation Expansion
ABL Asset Backed Loan
ACD Automatic Call Distributor
ACW After Call Work
ADOB Auto Dialer Outbound
AEP AVAYA Experience Portal
AHT Average Handling Time or Average Call Resolution
AMC Annual Maintenance Contract
ASR Aggregation Services Router
ATM Automated Teller Machine
AUCA Advances Under Collection Account
Bank State Bank of India
BOM Bill of Material
BoQ Bill of Quantity
BPO Business Process Outsourcing
CAGR Compound Annual Growth Rate
CBS Core Banking Solution
CDR Call Detail Report
CED Customer Entered Digit
CERTIn Computer Emergency Response Team India
CMS Complaint Management System
CQ Call Quality
CRM Customer Relationship Management
CSAT Customer Satisfaction
CTI Computer Telephony Interface
CTQ Critical to Quality
CTS Card Tracking System
CVP Customer Voice Portal (architecture term)
DCMS Debit Card Management System
DNC Do Not Call
DOT Department of Telecommunications
DR Disaster Recovery
DSAT Dis-satisfied Callers on call
DTMF Dual Tone Multi Frequency
EMD Earnest Money Deposit
ETC Electronic Toll Collection
FCR First Call Resolution
FDs Fixed Deposits
FE Fatal Error
FLR First Time Resolution

FMEA Failure Mode Effects Analysis

FTE Full Time Equivalent
FTR First Time Resolution
GITC Global I.T.Centre
GST Good & Services Tax
GUI Graphical User Interface
HR Human Resources
IBA Indian Bank’s Association
IDE Integrated Development Environment
IM Incident Management
INR Indian Rupee
IRDA Insurance Regulatory and Development Authority
ITIL Information Technology Infrastructure Library
ITRO Income Tax Refund Order
IVR Interactive Voice Response
IVVR Interactive Virtual Voice Response
JVs Joint Ventures
KMS Knowledge Management System
KPI Key Performance Indicator
KYC Know Your Customer
LCS Loan Collection System
LMS Loan Management System
LoB Lines of Business
LoI Letter of Intent
MGCP Media Gateway Control Protocol
MIS Management Information System
MKTG Marketing
NAV Net Assets Value
NEFT National Electronic Fund Transfer
NOC Network Operating Centre
NPA Non-Performing Asset
NXX North American Direct Distance Dealing Number Plan
OB Outbound
OBDC Open Database Connectivity
OCAS Online Customer Acquisition System
OEM Original Equipment Manufacturer / Provider
OLAP Online Analytical Processing
OSP Other Service Provider
OWASP Open Web Application Security Project
PA-DSS Payment Application - Data Security Standard
PBG Performance Bank Guarantee
PCI-DSS Payment Card Industry - Data Security Standard

PIN Personal Identification Number

PMJDY Pradhan Mantri Jan Dhan Yojana
PMS Pension Management System
PRI Primary Rate Interface
PSTN Public Switch Telephone Network
PTS Payment Tracking System
Q&A Questions and Answers
QoS Quality of Service
RBI Reserve Bank of India
RDs Recurring Deposits
RESPONDENT Is one who responds to this RFP document
RFP Request for Proposal
RFQ Request for Quote (online)
RTGS Real Time Gross Settlement
SBI State Bank of India
SDM Service Delivery Manager
SIP Session Internet Protocol
SIT System Integration Testing
SLA Service Level Agreement
SM Social Media
SME Small Business Leads
SMS Script Management System
SOA Service-Oriented-Architecture
Society For World-Wide Interbank Financial
SWIFT Telecommunication
TCL Tata Communications Ltd.
TCO Total Cost of Ownership
TCP-IP TRANSMISSION Control Protocol - Internet Protocol
TDM Time Division Multiplexing
TDS Tax Deducted at Source
TFN Toll Free Number
TPIN Telephone Personal Identification Number
TRAI Telecom Regulatory Authority Of India
UPS Uninterrupted Power Supply
USB Universal Standard Bus
Vod Vodafone
VXML Gateway – Server
WAN Wide Area Network
WAV Wave Form Audio File Format
WFM Work Force Management
WFS Weighted Final Score
Wg. FTS Weighted Final Technical Score

Wg. Price Weighted Price

YONO You Only Need One

Part-1
1. Definitions:
Certain terms used in this Agreement are defined hereunder. Other terms used in
this Agreement are defined where they are used and have the meanings there
indicated. Unless otherwise specifically defined, those terms, acronyms and
phrases in this Agreement that are utilized in the information technology services
industry or other pertinent business context shall be interpreted in accordance
with their generally understood meaning in such industry or business context,
unless the context otherwise requires/mentions, the following definitions shall
apply:
a) “The Bank” or “SBI” means, the State Bank of India (including domestic
branches and foreign offices) and subsidiaries / Joint Ventures (JVs) in
India and outside India and includes future branches / offices /
subsidiaries / JVs that may be formed / established in India or outside
India.
b) Bidder shall mean any entity (i.e. juristic person) who meets the eligibility
criteria given in Annexure-B of this RFP and willing to provide the
Services as required in this bidding document. The interested Bidders
who agree to all the terms and conditions contained in this document may
submit their Bids with the information desired in this bidding document
(Request for Proposal).
c) “Bidder/Service Provider/System Integrator” means an eligible

entity/firm submitting the Bid in response to this RFP.
d) “Bid” means the written reply or submission of response to this RFP.
e) “The Contract” means the agreement entered into between the Bank
and the Vendor, as recorded in the Contract Form signed by the parties,
including all attachments and appendices thereto and all documents
incorporated by reference therein.
f) “Vendor/Service Provider” is the successful Bidder found eligible as per

eligibility criteria set out in this RFP, whose technical Bid has been
accepted and who has emerged as successful Bidder as per the selection
criteria set out in the RFP and to whom notification of award has been
given by the Bank.
g) “The Contract Price/Project Cost” means the price(s) payable to the

Vendor under the Contract for the full and proper performance of its
contractual obligations, as per the rate(s) so finalized.
h) “Services” means all services, scope of work and deliverables to be

provided by a Bidder as described in the RFP and include provision of
technical assistance, training, certifications, auditing and other obligation
of the Vendor covered under this RFP.

2. INVITATION TO BID:
i. This Request for Proposal (RFP) is issued by the Bank for Building, Migrating
and Operating a Contact Centre.
ii. In order to meet the Services requirements, the Bank proposes to invite tenders
from eligible vendors as per details/ Scope of Work mentioned in Annexure-E of
this RFP document.
iii. Address for submission of Bids, contact details including email address for
sending communications are given in part II of this RFP document.
iv. The purpose of SBI behind this RFP is to seek a detailed technical and
commercial proposal for procurement of the Services desired in this document.
v. This document shall not be transferred, reproduced or otherwise used for

purposes other than for which it is specifically issued.
vi. Interested Bidders are advised to go through the entire document before
submission of Bids to avoid any chance of elimination. The eligible Bidders
desirous of providing Services to SBI are invited to submit their technical and
commercial proposal in response to this RFP. The criteria and the actual process
of evaluation of the responses to this RFP and subsequent selection of the
successful Bidder will be entirely at Bank’s discretion. This RFP seeks proposal
from Bidders who have the necessary experience, capability & expertise to
provide SBI the proposed Services adhering to Bank’s requirements outlined in
this RFP.
3. Disclaimer:
i. The information contained in this RFP document or information provided
subsequently to Bidder(s) whether verbally or in documentary form/email by or on
behalf of State Bank of India (Bank), is subject to the terms and conditions set out
in this RFP document.
ii. This RFP is not an offer by State Bank of India, but an invitation to receive
responses from the eligible Bidders. No contractual obligation whatsoever shall
arise from the RFP process unless and until a formal contract is signed and
executed by duly authorized official(s) of State Bank of India with the selected
Bidder.
iii. The purpose of this RFP is to provide the Bidder(s) with information to assist
preparation of their Bid proposals. This RFP does not claim to contain all the
information each Bidder may require. Each Bidder should conduct its own
investigations and analysis and should check the accuracy, reliability and
completeness of the information contained in this RFP and where necessary
obtain independent advices/clarifications. Bank may in its absolute discretion, but

without being under any obligation to do so, update, amend or supplement the
information in this RFP.
iv. The Bank, its employees and advisors make no representation or warranty and
shall have no liability to any person, including any Applicant or Bidder under any
law, statute, rules or regulations or tort, principles of restitution or unjust
enrichment or otherwise for any loss, damages, cost or expense which may arise
from or be incurred or suffered on account of anything contained in this RFP or
otherwise, including the accuracy, adequacy, correctness, completeness or
reliability of the RFP and any assessment, assumption, statement or information
contained therein or deemed to form or arising in any way for participation in this
bidding process.
v. The Bank also accepts no liability of any nature whether resulting from
negligence or otherwise, howsoever caused arising from reliance of any Bidder
upon the statements contained in this RFP.
vi. The issue of this RFP does not imply that the Bank is bound to select a Bidder or
to appoint the Selected Bidder, as the case may be, for the Project and the Bank
reserves the right to reject all or any of the Bidders or Bids without assigning any
reason whatsoever.
vii. The Bidder is expected to examine all instructions, forms, terms and
specifications in the bidding Document. Failure to furnish all information required
by the bidding Document or to submit a Bid not substantially responsive to the
bidding Document in all respect will be at the Bidder’s risk and may result in
rejection of the Bid.
4. Scope of Work:
As given in Annexure-E of this document.
5. Eligibility and Technical Criteria:
i. Bid is open to all Bidders who meet the eligibility and all mandatory FS & TS
criteria as given in Annexure – B and Annexure –C1 & C2 respectively of this
document. The Bidder has to submit the documents substantiating eligibility
criteria as mentioned in this RFP document.
(a) If any Bidder submits Bid on behalf of Principal/OEM, the same Bidder
shall not submit a Bid on behalf of another Principal/OEM under the
RFP. There could be multiple OEMs, in which case Principal / OEMs not
to apply separately
(b) Either the Bidder on behalf of Principal/OEM or Principal/OEM itself is

allowed to Bid, however both cannot Bid simultaneously.
ii. The Bidder shall also submit PRE-CONTRACT INTEGRITY PACT along with
technical Bids as prescribed by the Govt. of India (Annexure-L) duly signed by
the Bidder on each page and witnessed by two persons. The agreement shall be

stamped as applicable in the State where it is executed. Bid submitted without

PRE-CONTRACT INTEGRITY PACT, as per the format provided in the RFP,
shall not be considered.
6. Cost of Bid document:

The participating Bidders shall bear all the costs associated with or relating to the
preparation and submission of their Bids including but not limited to preparation,
copying, postage, delivery fees, expenses associated with any demonstration or
presentations which may be required by the Bank or any other costs incurred in
connection with or relating to their Bid. The Bank shall not be liable in any
manner whatsoever for the same or for any other costs or other expenses
incurred by a Bidder regardless of the conduct or outcome of the bidding process.
7. Clarification and amendments on RFP/Pre-Bid Meeting

i. Bidder requiring any clarification of the bidding Document may notify the Bank in
writing strictly as per the format given in Annexure-K at the address/by e-mail
given in part II of this document within the date/time mentioned in the schedule of
events.
ii. A pre-Bid meeting will be held on the date and time specified in the schedule of
events which may be attended by the authorized representatives of the Bidders
interested to respond to this RFP. The authorised representatives are required to
submit their authority letter as per Annexure-N to attend the pre-bid meeting.
iii. The queries received (without identifying source of query) and response of the
Bank thereof will be posted on the Bank’s website or conveyed to the Bidders.
iv. SBI reserves the right to amend, rescind or reissue the RFP, at any time prior to
the deadline for submission of Bids. The Bank, for any reason, whether, on its
own initiative or in response to a clarification requested by a prospective Bidder,
may modify the bidding Document, by amendment which will be made available
to the Bidders by way of corrigendum/addendum. The interested parties/Bidders
are advised to check the Bank’s website regularly till the date of submission of
Bid document specified in the schedule of events/email and ensure that
clarifications/amendments issued by the Bank, if any, have been taken into
consideration before submitting the Bid. Such amendments/clarifications, if any,
issued by the Bank will be binding on the participating Bidders. Bank will not take
any responsibility for any such omissions by the Bidder. SBI, at its own discretion,
may extend the deadline for submission of Bids in order to allow prospective
Bidders a reasonable time to prepare the Bid, for taking the amendment into
account. Nothing in this RFP or any addenda/corrigenda or clarifications issued in
connection thereto is intended to relieve Bidders from forming their own opinions
and conclusions in respect of the matters addressed in this RFP or any
addenda/corrigenda or clarifications issued in connection thereto.
v. No request for change in commercial/legal terms and conditions, other than what
has been mentioned in the RFP or any addenda/corrigenda or clarifications
issued in connection thereto, will be entertained and queries in this regard,
therefore will not be entertained.

vi. Queries received after the scheduled date and time will not be responded/acted
upon.
vii. Clarifications / amendments, if any, to the queries will be uploaded on the Bank’s
website.
8. Contents of Bid documents:
i. The Bidder must thoroughly study/analyze and properly understand the contents
of this RFP document, its meaning and impact of the information contained
therein.
ii. Failure to furnish all information required in the bidding document or submission
of Bid not responsive to the bidding documents in any respect will be at the
Bidder’s risk and responsibility and the same may finally result in rejection of its
Bid. SBI has made considerable effort to ensure that accurate information is
contained in this RFP and is supplied solely as guidelines for Bidders.
iii. The Bid prepared by the Bidder, as well as all correspondences and documents
relating to the Bid exchanged by the Bidder and the Bank and supporting
documents and printed literature shall be submitted in English.
iv. The information provided by the Bidders in response to this RFP will become the
property of SBI and will not be returned. Incomplete information in Bid document
may lead to non-consideration of the proposal.
v. Bids must be made in the official name of the bidder’s entity under which
business is conducted, showing the official business address, state in which it is
incorporated or organized and must be signed by a duly authorized person. Bids
must be prepared in writing, simply and economically, providing a straightforward,
concise description of the bidder's bid for meeting the required specifications of
this RFP. Bidders must paginate each bid volume and are requested to provide
tabs to separate responses to the functional & technical criteria.
vi. Unless agreed to, specifically by the Bank in writing for any changes to the RFP
issued, the bidder responses would not be incorporated automatically in the RFP
document.
vii. If the Bank is not satisfied with the technical specifications in any Bid and
observes any deviations, the technical bids of such bidder will not be shortlisted
and the Indicative Price Bid of such bidders will not be opened. No further
discussions shall be entertained with such bidders in this respect.

viii. The successful bidder will be responsible for all remunerations, claims, wages,
dues etc. of its employees, agents, contractors and subcontractors in accordance
to the statutory laws, regulations and ordinances of the country including, but not
limited to, Minimum Wages Act, P.F Laws, Workmen’s Compensation Act, Labour
laws etc. Bank shall not have any direct or indirect liability or obligation, to pay
any charges, claims or wages, dues, and contributions as applicable towards
statutory benefits of any of bidder’s employee, agents, contractors, and
subcontractors, etc. The Vendors shall establish and maintain all proper records
including, but not limited to, accounting records required by any law, code,
practice, or corporate policy applicable to them from time-to-time, including
records and returns as applicable under labour legislations.
ix. The bidder shall hold the Bank, it’s successors, assignees and administrators,
indemnified and harmless against any loss or liability, claims, actions or
proceedings, if any, that may arise from whatsoever nature caused to the Bank
through the action of its employees, agents, contractors, subcontractors etc. The
bidder at its own cost, shall indemnify the Bank, and shall always keep
indemnified and hold the Bank, its employees, personnel, officers, directors,
(hereinafter collectively referred to as “Personnel”) harmless from and against all
third party claims of infringement of intellectual property rights including patent,
trademark, copyright, trade-secret, or industrial design rights arising in relation to
the performance of the services.
x. All requirements in Annexure ‘C1’ and ‘C2’ (Functional and Technical

compliance – except those that are mandatory, in nature), if partially Complied or
Not complied to, in the RFP response, the selected bidder will comply with those
requirements before the end of pilot stage.
9. Earnest Money Deposit (EMD):
i. The Bidder shall furnish EMD for the amount and validity period mentioned in
Part II of this document.
ii. EMD is required to protect the Bank against the risk of Bidder’s conduct. The
successful bidder is expected to start work with the LOI.
iii. The EMD may be in the form of a Bank Guarantee [on the lines of Annexure-G,
issued by a Scheduled Commercial Bank in India, other than State Bank of
India. The EMD should be in favour of State Bank of India, Contact Centre
Operations Department, Vadodara and to be sent to our Trade Finance
Processing Cell (TFCPC) at Vadodara on SWIFT Code: SBININBB607.
iv. Any Bid not accompanied by EMD for the specified amount as mentioned
elsewhere in the RFP will be rejected as non-responsive.
v. The EMD of the unsuccessful Bidders shall be returned within 2 weeks from the
date of Bid finalisation.

vi. The EMD of successful Bidder will be discharged upon the Bidder signing the
Contract and furnishing the Performance Bank Guarantee for the amount and
validity as mentioned in Part II of this RFP which should be strictly on the lines of
format placed at Annexure-H.
vii. No interest is payable on EMD.
viii. The EMD may be forfeited: -
a) If a Bidder withdraws his Bid during the period of bid validity specified in this
RFP; or
b) If a Bidder makes any statement or encloses any form which turns out to be
false / incorrect at any time prior to signing of Contract; or
c) If the successful Bidder fails to sign the contract or furnish
Performance Bank Guarantee, within the specified time period in the
RFP/Purchase Order.
ix. If EMD is forfeited for any reasons mentioned above, the concerned Bidder may
be debarred from participating in the RFPs floated by the Bank/this department,
in future, as per sole discretion of the Bank.
10. Bid Preparation and submission:
i. The Bid is to be submitted in two separate envelopes. One of the envelope is to

be prominently marked as ‘Technical Proposal for Building, Migrating and
Operating a Contact Centre in response to the RFP No. CCOD-01/2018-
19 dated 09.08.2018. This envelope should contain following documents and
properly sealed:
(a) Bid covering letter/Bid form on the lines of Annexure-A on Bidder’s letter
head.
(b) Tender Fee as stated in Part-II (Schedule of events).
(c) Earnest Money Deposit (EMD) as specified in this document.
(d) A letter on Bidder’s letterhead: -
(i) Mentioning details of EMD submitted, technical competence and
experience of the Bidder
(ii) Certifying that the period of the validity of the Bid is as per terms of this
RFP.
(iii) Confirming that the Bidder has quoted for all the items/Services
mentioned in this RFP in their commercial Bid.
(iv) Confirming that they agree with all the terms and conditions mentioned
in the RFP.
(v) Specific response with supporting documents in respect of Eligibility
Criteria as mentioned in Annexure-B and solutions called for in this
RFP as per Annexure-‘E’ and Annexure-‘M’.
(e) Bidder’s details as per Annexure-D on Bidder’s letter head.
(f) Any deviations sought from technical criteria/specifications given in RFP.

(g)Audited balance sheets and profit and loss account statement for last three
years
(h) A copy of board resolution or power of attorney showing that the signatory
has been duly authorized to sign the Bid document.
(i) Technical Bid will not contain any pricing or financial information at all.
Technical Bid with financial information will be rejected.
ii. A second sealed envelope prominently marked as Indicative Price Proposal for
providing Building, Migrating and Operating a Contact Centre in
response to the RFP No. CCOD-01/2018-19 dated 09.08.2018 This
envelope should contain only Indicative Price Bid strictly on the lines of
Annexure-F. The Indicative Price must include all the price components
mentioned. Prices are to be quoted in Indian Rupees only.
iii. Bidders may please note:
a. The Bidder should quote for the entire package on a single responsibility basis
for Services it proposes to provide. Outbound call carriage, email to be factored in
the cost in the Indicative Price Bid. The cost of APIs need to be incorporated on
per API basis for existing services, and for the future requirements of APIs, the
cost need to be incorporated separately as per Change Management Process.
b. A soft copy (Word format) on a CD should also be kept in a separate envelope

within the envelope of technical Bid. Voluminous documents should be submitted
only on CDs.
c. While submitting the Technical Bid, literature on the Services should be

segregated and kept together in one section / lot in a separate envelope.
d. Care should be taken that the Technical Bid shall not contain any price
information. Such proposal, if received, will be rejected.
e. The Bid document shall be complete in accordance with various clauses of the
RFP document or any addenda/corrigenda or clarifications issued in connection
thereto, duly signed by the authorized representative of the Bidder and stamped
with the official stamp of the Bidder. Board resolution authorizing representative
to Bid and make commitments on behalf of the Bidder is to be attached.
f. Bids are liable to be rejected if only one (i.e. Technical Bid or Indicative Price Bid)
is received.
g. Prices quoted by the Bidder shall remain fixed for the period specified in part II
of this document and shall not be subjected to variation on any account, including
exchange rate fluctuations and custom duty. The bidder to take care of all the
factors, and quote suitably. The rate would be fixed for the tenure. The quality of
agents to provide a world-class service level is to be ensured at the same time. A
Bid submitted with an adjustable price quotation will be treated as non-
responsive and will be rejected.

h. If deemed necessary, the Bank may seek clarifications on any aspect from the
Bidder. However, that would not entitle the Bidder to change or cause any
change in the substances of the Bid already submitted or the price quoted.
i. The Bidder may also be asked to give presentation for the purpose of clarification
of the Bid.
j. The Bidder must provide specific and factual replies to the points raised in the
RFP.
k. The Bid shall be typed or written in indelible ink and shall be signed by the Bidder
or a person or persons duly authorized to bind the Bidder to the Contract.
l. All the enclosures (Bid submission) shall be serially numbered with rubber stamp
of the participating Bidder. The person or persons signing the Bids shall initial all
pages of the Bids, except for un-amended printed literature.
m. Any inter-lineation, erasures or overwriting shall be valid only if these are

initialled by the person signing the Bids.
n. The Bid document shall be spirally bound.
o. The Bank reserves the right to reject Bids not conforming to above.
p. The two NON-WINDOW envelopes shall be put together and sealed in an outer
NON-WINDOW envelope.
q. All the envelopes shall be addressed to the Bank and deliver at the address
given in Part-II of this RFP and should have name and address of the Bidder on
the cover.
r. If the envelope is not sealed and marked, the Bank will assume no responsibility
for the Bid’s misplacement or its premature opening.
11. Deadline for Submission of Bids:
a. Bids must be received by the Bank at the address specified and by the date and
time mentioned in the “Schedule of Events”.
b. In the event of the specified date for submission of Bids being declared a holiday
for the Bank, the Bids will be received up to the appointed time on the next
working day.
c. In case the Bank extends the scheduled date of submission of Bid document, the
Bids shall be submitted by the time and date rescheduled. All rights and
obligations of the Bank and Bidders will remain the same.
d. Any Bid received after the deadline for submission of Bids prescribed, will be
rejected and returned unopened to the Bidder.

12. Modification and Withdrawal of Bids:
a. The Bidder may modify or withdraw its Bid after the Bid submission, provided
that written notice of the modification, including substitution or withdrawal of
the Bids, is received by the Bank, prior to the deadline prescribed for
submission of Bids.
b. A withdrawal notice may also be sent by Fax, but followed by a signed

confirmation copy, not later than the deadline for submission of Bids.
c. No modification in the Bid shall be allowed, after the deadline for submission
of Bids.
d. No Bid shall be withdrawn in the interval between the deadline for submission
of Bid and the expiration of the period of Bid validity specified by the Bidder
on the Bid Form. Withdrawal of a Bid during this interval may result in the
forfeiture of EMD submitted by the Bidder.
e. Withdrawn Bids, if any, will be returned unopened to the Bidders.
13. Period of Validity of Bids:
a. Bids shall remain valid for 9 months from the date of submission of bid. This
period may be extended by mutual consent between the bidder and SBI. A Bid
valid for a shorter period is liable to be rejected by the Bank as non-
responsive.
b. In exceptional circumstances, the Bank may solicit the Bidders’ consent to an

extension of the period of validity. The request and the responses thereto shall
be made in writing. A Bidder is free to refuse the request. However, in such
case, the Bank will not forfeit its EMD, provided the timelines set out in Section
4 of Annexure - E are adhered to. However, any extension of validity of Bids
will not entitle the Bidder to revise/modify the Bid document.
c. The Bank reserves the right to call for fresh quotes at any time during the Bid
validity period, if considered, necessary.
14. Bid integrity:
Willful misrepresentation of any fact within the Bid will lead to the cancellation of
the contract without prejudice to other actions that the Bank may take. All the
submissions, including any accompanying documents, will become property of
SBI. The Bidders shall be deemed to license, and grant all rights to SBI, to
reproduce the whole or any portion of their product for evaluation, to disclose the
contents of submission to other Bidders and to disclose and/ or use the contents
of submission as the basis for RFP process.

15. Bidding process/Opening of Technical Bids:
i. All the technical Bids received up to the specified time and date will be
opened for initial evaluation on the time and date mentioned in the
schedule of events available in part II of this document. The technical Bids
will be opened in the presence of representatives of the Bidders who
choose to attend the same, provided they submit the authority letter in the
format as per Annexure-N. This authority letter must be carried in
person, and not be placed in any of the Bid covers. However, Bids may be
opened even in the absence of representatives of one or more of the
Bidders.
ii. In the first stage, only technical Bid will be opened and evaluated.
Proposals of such Bidders satisfying eligibility criteria and agree to comply
with all the terms and conditions specified in the RFP will be evaluated for
technical criteria/specifications/eligibility. Only those Bids complied with
technical criteria shall become eligible for commercial Bid opening and
further RFP evaluation process.
iii. The Bank will examine the Bids to determine whether they are complete,
required formats have been furnished, the documents have been properly
signed, EMD for the desired amount and validity period is available and
the Bids are generally in order. The Bank may, at its discretion waive any
minor non-conformity or irregularity in a Bid which does not constitute a
material deviation.
iv. Prior to the detailed evaluation, the Bank will determine the
responsiveness of each Bid to the bidding Document. For purposes of
these Clauses, a responsive Bid is one, which conforms to all the terms
and conditions of the bidding Document in toto, without any material
deviation.
v. The Bank’s determination of a Bid’s responsiveness will be based on the
contents of the Bid itself, without recourse to extrinsic evidence.
vi. Attendance of all the representatives of the Bidders who are present at bid
opening will be taken in a register against Name, Name of the Company
and with full signature.
vii. If any of the Bidders or all the Bidders who submitted the tender are not
present during the specified date and time of opening, it will be deemed
that such Bidder is not interested to participate in the opening of the Bid/s
and the Bank at its discretion will proceed further with opening of the
Annexure – A – Technical Bid.
viii. After opening of the technical Bids and preliminary evaluation, some or all
the Bidders may be asked to make presentations on the Services
proposed to be offered by them.

ix. If a Bid is not responsive, it will be rejected by the Bank and will not
subsequently be made responsive by the Bidder by correction of the non-
conformity.
x. SBI shall conduct site visits and/or do client references check (through its
own personnel or specialist consultant) at existing and proposed locations
of Contact Centres that are being operated and managed by the bidder.
xi. SBI reserves the right to accept or reject any or all the bids.
16. Technical Evaluation:
The detailed process of evaluation is stated in Annexure-E, section 5.7.1.
i. Technical evaluation will include technical information submitted as per technical

Bid format, demonstration of proposed Services, reference calls and site visits,
wherever required. The Bidder may highlight the noteworthy/superior features of
their Services. The Bidder will demonstrate/substantiate all claims made in the
technical Bid to the satisfaction of the Bank, the capability of the Services to
support all the required functionalities at their cost in their lab or those at other
organizations where similar Services are in use, including site visits, client
references check, etc.
ii. During evaluation and comparison of Bids, the Bank may, at its discretion ask
the Bidders for clarification on the Bids received. The request for clarification
shall be in writing and no change in prices or substance of the Bid shall be
sought, offered or permitted. No post-Bid clarification at the initiative of the
Bidder shall be entertained.
17. Evaluation of Price Bids and Finalization:
i. The envelope containing the Commercial Bids of only those Bidders, who are
short-listed after technical evaluation, would be opened.
ii. All the Bidders who qualify in the evaluation process shall have to participate in
the online reverse auction to be conducted by Bank’s authorized service provider
on behalf of the Bank, details of which are given in Part II of this RFP document.
iii. Shortlisted Bidders shall be willing to participate in the reverse auction process
and must have a valid digital signature certificate. Such Bidders will be trained by
Bank’s authorized service provider for this purpose. Bidders shall also be willing
to abide by the e-business rules for reverse auction framed by the Bank /
Authorised service provider. The details of e-business rules, processes and
procedures will be provided to the short-listed Bidders.
iv. The successful Bidder will be selected on the basis of net total of the rate
discovered in the Reverse Auction and the final scores after Techno-Commercial
Evaluation, as stated in Section 5.7 of Annexure- E.

v. The successful Bidder is required to provide rate confirmation and rate breakup
strictly on the lines of Annexure-F within 48 hours of conclusion of the Techno-
Commercial Evaluation, failing which Bank may take appropriate action.
vi. Errors, if any, in the price breakup format will be rectified as under:
(a) If there is a discrepancy between the unit rate(s) and total price which is
obtained by multiplying the unit rate with quantity, the unit rate shall prevail
and the total price shall be corrected unless it is a lower figure. If the Bidder
does not accept the correction of errors, the Bid will be rejected.
(b) If there is a discrepancy in the unit rate quoted in figures and words, the unit
rate in figures or in words, as the case may be, which corresponds to the
total Bid price for the Bid shall be taken as correct.
(c) If the vendor has not worked out the total Bid price or the total Bid price does
not correspond to the unit rate quoted either in words or figures, the unit rate
quoted in words shall be taken as correct.
(d) The Bidder should quote for all the items/Services desired in this RFP.
18. Contacting the Bank:
i. No Bidder shall contact the Bank on any matter relating to its Bid, from the time of
opening of Price Bid to the time, the Contract is awarded.
ii. Any effort by a Bidder to influence the Bank in its decisions on Bid evaluation, Bid
comparison or contract award may result in the rejection of the Bidder’s Bid.
19. Award Criteria:
i. Bank will notify successful Bidder in writing by letter or fax/email that its Bid has
been accepted. The Selected Bidder must return the duplicate copy of the same
to the Bank within 7 working days, duly Accepted, Stamped and Signed by
Authorized Signatory in token of acceptance.
ii. The RFP including all addenda in total shall be incorporated into the contract by
reference.
iii. SBI has the right to cancel any or all the bids and SBI’s decision would be final.
The bid shall be typed or written in indelible ink and shall be signed by the bidder
or a person duly authorized to bind the bidder to the contract. The authorization
shall be supported by written power of attorney accompanying the Bid. All pages
of the bid except un‐amended printed literature shall be initialed by the person(s)
signing the Bid. The bid shall contain no interlineations, erasures or over writing
except as necessary to correct errors made by the bidder, in which case such
corrections shall be initialed by the person(s) signing the bid.

iv. The successful Bidder will have to submit Non-Disclosure Agreement (NDA) as
per Annexure-J, wherever applicable, Performance Bank Guarantee for the
amount and validity as desired in part II and strictly on the lines of format given at
Annexure-H of this document together with acceptance of all terms and
conditions of RFP.
v. Copy of board resolution or power of attorney showing that the signatory has
been duly authorized to sign the acceptance letter, contract and NDA should be
submitted.
vi. The acceptance of LOI, will constitute the formation of the Contract.
vii. The successful Bidder shall be required to enter into a contract/ SLA with the
Bank, within 30 days of award of the tender or within such extended period as
may be decided by the Bank.
viii. Until the execution of a formal contract, the Bid document, together with the
Bank’s notification of award and the vendor’s acceptance thereof, would
constitute a binding contract between the Bank and the successful Bidder.
ix. The contract/ agreement will be based on Bidder’s offer document with all its
enclosures, modifications arising out of negotiation /clarifications etc. and will
include SLA, project plan – phases & milestones and schedule, copies of all
necessary documents, licenses, certifications, etc. The contract/ Agreement to
be executed with Bank must be in a format as near as possible to the format
provided at Annexure-O of this RFP. For the purposes of giving effect to the
terms and conditions of the RFP including any modifications/ amendments
thereto, the terms of the format at Annexure-O may be fine-tuned, without
affecting its fundamental basis, prior to its execution.
x. The Bank reserves the right to stipulate, at the time of finalization of the contract,
any other document(s) to be enclosed as a part of the final contract.
xi. Failure of the successful Bidder to comply with the requirements/terms and
conditions of this RFP shall constitute sufficient grounds for the annulment of the
award and forfeiture of the EMD and PBG.
xii. Upon notification of award to the TC1 Bidder, the Bank will promptly notify the
award of contract to the successful Bidder on the Bank’s website. The EMD of
each unsuccessful Bidder will be discharged and returned.
20. Powers to Vary or Omit Work:
i. No alterations, amendments, omissions, additions, suspensions or variations of

the work (hereinafter referred to as variation) under the contract shall be made by
the successful Bidder except as directed in writing by Bank. The Bank shall have
full powers, subject to the provision hereinafter contained, from time to time
during the execution of the contract, by notice in writing to instruct the successful
Bidder to make any variation without prejudice to the contract. The finally
selected Bidder shall carry out such variation and be bound by the same
conditions as far as applicable as though the said variations occurred in the

contract documents. If any, suggested variations would, in the opinion of the

finally selected Bidder, if carried out, prevent him from fulfilling any of his
obligations under the contract, he shall notify Bank thereof in writing with reasons
for holding such opinion and Bank shall instruct the successful Bidder to make
such other modified variation without prejudice to the contract. The finally
selected Bidder shall carry out such variation and be bound by the same
conditions as far as applicable, as though the said variations occurred in the
contract documents. If the Bank confirms its instructions, the successful Bidder’s
obligations shall be modified to such an extent as may be mutually agreed, if
such variation is substantial and involves considerable extra cost. Any agreed
difference in cost occasioned by such variation shall be added to or deducted
from the actual cost arising as per the rate(s) finalized, as the case may be.
ii. In any case in which the successful Bidder has received instructions from the
Bank as to the requirements for carrying out the altered or additional substituted
work which either then or later on, will in the opinion of the finally selected
Bidders, involve a claim for additional payments, such additional payments shall
be mutually agreed in line with the terms and conditions of the order.
iii. If any change in the work is likely to result in reduction in cost, the parties shall
agree in writing so as to the extent of change in contract price (rate), before the
finally selected Bidder(s) proceeds with the change. In all the above cases, in the
event of a disagreement as to the reasonableness of the said sum, the decision
of the Bank shall prevail.
21. No Waiver of Bank Rights or Successful Bidder’s Liability:
Neither any sign-off, nor any payment by the Bank for acceptance of the whole or
any part of the work, nor any extension of time, nor any possession taken by the
Bank shall affect or prejudice the rights of Bank against the finally selected
Bidder(s), or relieve the finally selected Bidder(s) of his obligations for the due
performance of the contract, or be interpreted as approval of the work done, or
create liability in the Bank to pay for alterations/ amendments/ variations, or
discharge the liability of the successful Bidder(s) for the payment of damages
whether due, ascertained, or certified or not or any sum against the payment of
which he is bound to indemnify the Bank nor shall any such certificate nor the
acceptance by him of any such amount paid on account or otherwise affect or
prejudice the rights of the successful Bidder against Bank.
22. Contract Amendments:
No variation in or modification of the terms of the Contract shall be made, except by

written amendment, signed by the parties.

23. Bank’s Right to Accept Any Bid and to Reject Any or All Bids:
i. This RFP is not an offer to contract, but rather is to be used to establish a common
framework within which an agreement can be reached. Bidder shall warrant and
put forth in writing that the deliverables and services proposed shall be performed,
at the minimum, in accordance with all requirements specified herein in such a
manner to achieve the overall intent and purpose described in this RFP.
ii. The Bank reserves the right to accept or reject any Bid in part or in full or to cancel
the bidding process and reject all Bids at any time prior to contract award, without
incurring any liability to the affected Bidder or Bidders or any obligation to inform
the affected Bidder or Bidders of the grounds for the Bank’s action.
24. Performance Bank Guarantee:
i. Performance Bank Guarantee [PBG] of the amount with validity period

specified in Part II of this RFP strictly on the format at Annexure-H is to be
submitted by the finally selected Bidder. The PBG has to be issued by a
Scheduled Commercial Bank other than SBI and needs to be submitted
within the specified time of receipt of formal communication from the Bank
about their Bid finally selected, favouring State Bank of India, Contact
Centre Operations Department, Vadodara and to be sent to our Trade
Finance Processing Cell (TFCPC) at Vadodara on SWIFT Code :
SBININBB607. Purchase Order will be released only after receipt of the
Performance Bank Guarantee.
ii. The PBG is required to protect the interest of the Bank against the risk of
non-performance of the successful Bidder in respect of successful
implementation of the project which may warrant invoking of PBG, also if
any act of the supplier results in imposition of Liquidated Damages then
also the Bank reserves the right to invoke the PBG.
25. Services:
i. Bidder should ensure that the quality of methodologies for delivering the services,
adhere to quality standards/timelines stipulated therefor.
ii. Bidder shall provide and implement patches/ upgrades/ updates for hardware/
software/ operating System / middleware etc. as and when released by the
Vendor/ OEM or as per requirements of the Bank. Bidder should bring to notice of
the Bank all releases/ version changes.
iii. Bidder shall obtain a written permission from the Bank before applying any of the
patches/ upgrades/ updates. Bidder must support older versions of the hardware/
software/ operating system/middleware etc. in case the Bank chooses not to
upgrade to latest version. During the entire period, the Bidder must undertake
comprehensive support of the product or specified hardware/software and all new
versions, releases, and updates for all standard product or specified
hardware/software that needs to be installed at no additional cost.

iv. Bidder shall provide maintenance support for hardware/ software/ operating
system/ middleware over the entire period of contract.
v. The selected Bidder shall support the product or specified hardware/software

during the period of Contract as specified in Scope of work in this RFP.
vi. During the support period, the Bidder shall maintain the product or specified
hardware/software to comply with parameters defined in this RFP. The Bidder
shall be responsible for all costs relating to labour, spares, maintenance
(preventive and corrective), compliance of security requirements and transport
charges from and to the Site(s) in connection with the repair/ replacement of
product and ensure continuity of service.
vii. During the support period, the vendor shall ensure that services of professionally
qualified personnel are available for providing continuity in services at sites as per
the Bank’s requirements. Continuity of Services shall include, among other
things, day-today maintenance of the premises or specified hardware/software,
compliance to security requirements, etc. when required or in the event of system
crash/malfunctioning, arranging and configuring facility as per the requirements of
the Bank, fine tuning, system monitoring, log maintenance, etc. The Bidder shall
provide services of an expert technical support at Vadodara site or at other
locations wherever required, whenever it is essential.
viii. In the event of product or specified hardware/software break down or failures at

any stage, protection available, which would include the following, shall be
specified.
a. Diagnostics for identification of product or specified hardware/software
failures
b. Protection of data / configuration
c. Recovery / restart facility
d. Backdrop of product or specified hardware / software / configuration
ix. Prompt support shall be made available as desired in this RFP during the support
period at the locations as and when required by the Bank.
x. The Bidder shall be agreeable for on-call/on-site support during peak weeks (last
and first week of each month) and at the time of switching over from PR to DR
and vice-versa. No extra charge shall be paid by the Bank for such needs, if any,
during the support period.
xi. The Bidder support staff should be well trained to effectively handle queries
raised by the customers / employees of the Bank.
xii. Updated escalation matrix shall be made available to the Bank once in each
quarter and each time the matrix gets changed.
xiii. The Bidders shall share its IT security policy and shall ensure that all steps for
security of the data of the process. The data created during the inbound &
outbound activity of SBI will be the exclusive property of SBI and bidder shall not

be authorized to utilize/share with any third party/sell the same to any third party.
The bidder shall comply with the Bank’s security policy for SBI, and subsidiaries /
JVs, processes. All locations where the Bidder will operate processes of SBI, and
its subsidiaries / JVs, should be certified under the certifications as stated in the
Eligibility Criteria (Annexure-B) within 12 months of the site(s) going live.
xiv. Compliance with security best practices may be monitored by periodic computer
security audits performed by or on behalf of the Bank and by RBI
inspectors/auditors. The periodicity of these audits will be decided at the
discretion of the Bank. These audits may include, but are not limited to, a review
of: access and authorization procedures, physical security controls, backup and
recovery procedures, network security controls and program change controls.
The Bank or its representatives may inspect the facility of the Vendor running the
SBI process. This may include all the dedicated staff, including Agents, Team
Leaders, Assistant Mangers, etc. To the extent that the Bank deems it necessary
to carry out a program of inspection and audit to safeguard against threats and
hazards to the confidentiality, integrity, and availability of data, the bidder shall
afford the Bank's representatives access to the bidder's facilities, installations,
technical resources, operations, documentation, records, databases and
personnel. The bidder must provide the Bank access to various monitoring and
performance measurement systems. The Bank has the right to get the monitoring
and performance measurement systems audited without prior approval /notice to
the bidder. The bidder must implement the feedbacks / corrective actions
recommended post the audit checks.
26. Compliance with IT & IS Security Policy:
The Vendor shall have to comply with Bank’s IT & IS Security policy. Some of the
key areas are as under:
i. Responsibilities for data and application privacy and confidentiality

ii. Responsibilities on system and software access control and
administration
iii. Custodial responsibilities for data, software, hardware and other assets of
the Bank being managed by or assigned to the Vendor
iv. Physical Security of the facilities
v. Physical and logical separation from other customers of the Vendor
vi. Incident response and reporting procedures
vii. Password Policy of the Bank
viii. Data Encryption/Protection requirements of the Bank.
ix. In general, confidentiality, integrity and availability must be ensured.
The details of Bank’s IT & IS Security Policy, covering the key areas, will be
shared with the selected Bidder.
27. Penalties:
As mentioned in Annexure-I of this RFP.

28. Right to Verification:
The Bank reserves the right to verify any or all of the statements made by the
Bidder in the tender document and to inspect the Bidder’s facility, if necessary, to
establish to its satisfaction about the Bidder’s capacity/capabilities to perform the
job.
29. Purchase Price:
i. Total cost of Services would be the Total Cost of Ownership (TCO) and has to be
quoted in commercial Bid.
ii. Bidders should ensure that exchange rate fluctuations, changes in import
duty/other taxes should not affect the rupee value of commercial Bid over the
validity period defined in this RFP.
iii. The applicable TDS will be deducted at the time of payment of invoices.
iv. Terms of payment are given in Part-II of this RFP.
v. Prices payable to the Vendor as stated in the Contract shall be firm and not
subject to adjustment during performance of the Contract, irrespective of reasons
whatsoever, including exchange rate fluctuations, any upward revision in duties,
charges, etc.
30. Right to Audit:
i. The Selected Bidder (Service Provider) has to get itself annually audited by
internal/ external empanelled Auditors appointed by the Bank/ inspecting official
from the Reserve Bank of India or any regulatory authority, covering the risk
parameters finalized by the Bank/ such auditors in the areas of products (IT
hardware/ software) and services etc. provided to the Bank and the Service
Provider is required to submit such certification by such Auditors to the Bank.
The Service Provider and or his / their outsourced agents / sub – contractors (if
allowed by the Bank) shall facilitate the same. The Bank can make its expert
assessment on the efficiency and effectiveness of the security, control, risk
management, governance system and process created by the Service Provider.
The Service Provider shall, whenever required by the Auditors, furnish all
relevant information, records/data to them. All costs for such audit shall be borne
by the Bank.
ii. Where any deficiency has been observed during audit of the Service Provider on
the risk parameters finalized by the Bank or in the certification submitted by the
Auditors, the Service Provider shall correct/resolve the same at the earliest and
shall provide all necessary documents related to resolution thereof and the
auditor shall further certify in respect of resolution of the deficiencies. The
resolution provided by the Service Provider shall require to be certified by the
Auditors covering the respective risk parameters against which such deficiencies
have been observed.

iii. Service Provider shall, whenever required by the Bank, furnish all relevant
information, records/data to such auditors and/or inspecting officials of the
Bank/Reserve Bank of India and or any regulatory authority. The Bank reserves
the right to call and/or retain for any relevant material information /reports
including audit or review reports undertaken by the service provider (e.g.,
financial, internal control and security reviews) and findings made on Selected
Bidder in conjunction with the services provided to the Bank.
31. Sub-contracting / Outsourcing:
i. As per scope of the RFP, subcontracting is prohibited. However, if the Bidder

subsequently wishes to sub-contract the scope of work, it will have to obtain
specific written permission from the Bank before contracting any work to
subcontractors. Bank at its own discretion may permit or deny the same.
ii. In case subcontracting is permitted by the Bank, the contracting vendor will be
responsible for all the services provided to the Bank regardless of which entity is
conducting the operations. The contracting vendor is also responsible for
ensuring that the sub-contractor comply with all security requirements of the
contract and the Bank can obtain independent audit report for the same. In such
a case, the Bidder shall provide subcontracting details to the Bank and if
required, Bank may evaluate the same.
iii. The bidder shall not appoint any third party, agent, sub-agent or sub-contractor
for any part of its responsibilities and obligations towards SBI Contact Centre
technology, systems and operations including customer service agents, which are
considered as core process related services. However subject to the final
decision and prior written consent from Bank the bidder may appoint a third party,
agent, sub-agent or sub-contractor for any specific task which do not constitute
as core processes and are support activities. Further, for the purposes of clarity, it
is stated that the bidder shall be entitled to sub-contract only the non-process
related activities to third parties, such as the following:
 Bandwidth & PRI Links
 Recruitment
 Transport
 Security and Housekeeping services
 Payroll
 Electro-Mechanical maintenance
 AMC for all hardware and software being used
 Canteen Services
iv. The subcontracting shall not be construed as waiver of any accrued rights and/or
liabilities of the bidder and the bidder shall be fully responsible for all acts and
omissions of its contractors, sub-contractors, agents or any third party.

v. If the Bank requires the details of Sub-contracts, bidders should provide complete
details of any sub-contractor/s used for this engagement. It is clarified that
notwithstanding the use of subcontractors by the bidder, the bidder shall be
solely responsible for performance of all obligations under the RFP irrespective of
the failure or inability of the sub-contractor chosen by the bidder to perform its
obligations.
31.a. Non-Sharing of resources
All dedicated resources including premises, personnel and technology for SBI,
when are free and are not in use, will be left to remain idle and the bidder shall
not use these for any other process due to security reasons.
32. Validity of Agreement:
The Agreement/ SLA will be valid for the period as specified in scope of work.
The Bank reserves the right to terminate the Agreement as per the terms of RFP.
During shifting of the services to new bidder, the selected bidder shall provide
necessary help for smooth switch over, and necessary information support to
SBI’s staff and / or SBI appointed third party, for running the Contact Centre
without any additional cost, thus ensuring continuity of service to SBI customers.
33. Insurance
The successful bidder shall maintain at its own costs and on terms and conditions
approved by SBI, throughout the Term of the contract and any extensions
thereof, adequate and exclusive insurance coverage, for all its present and future
property and assets that will be developed, procured and created to fulfill the
obligations under this RFP and subsequent material there of pertaining to this
RFP including Contract, with financially sound and reputed insurers to the
satisfaction of the Bank. The successful bidder shall make timely payments for all
premia of insurances and should ensure that under no circumstances the
insurance policies stand void and /or voidable. The selected bidder should
produce evidence, to the Bank, in the form of certificate for such insurance
coverage and risks covered. The insurance certificate should carry beneficiary
names, expiry date, name of insurer and all other details of insurance policy in
both original and renewed policy and shall remain in force during the time of
contract tenure and that not less than thirty (30) days’ written notice shall be
given to the Bank prior to any modification, cancellation, or non-renewal of the
policies. The policy(ies) should be specifically obtained for all the SBI processes
site-wise.
The selected bidder shall maintain insurance coverage against the risks and for the
coverage as mentioned below:
i. Insurance coverage of all property, individuals, employees, agents or persons
assigned to perform the Services under this RFP and subsequent contract, as
may be required, in accordance with the relevant provisions of the applicable law,
as well as with respect to such personnel, any such life, accident, travel or other
insurance as may be appropriate.

ii. Insurance against loss or damage to

(a) Equipment purchased in whole or in part
(b) Bidders property used in performance of SBI, its subsidiaries JVs
and ITRO’s services
(c) Any and all documentation in respect to performance of the
services to SBI, and subsidiaries / JVs.
iii. Insurance covering below mentioned policies:

(a) Errors and Omissions Policy
(b) Comprehensive General Liability Policy
(c) Commercial Crime Policy
(d) Business Guard - Office Policy
The Bidders’ obligation to maintain insurance coverage hereunder shall be in

addition to, and not in lieu of, the bidders’ other obligations hereunder, and the
bidder’s liability to the Bank shall not be limited to the amount of coverage
required hereunder. The copy(ies) of each individual policy(ies) be submitted to
the Bank immediately thereafter, (in case of delay in receipt of policy(ies) the
receipt for payment of premia must be submitted immediately thereafter.
34. Limitation of liability:
i. For breach of any obligation mentioned in this RFP, subject to obligations

mentioned in this clause, in no event Service Provider shall be liable for damages
to the Bank arising under or in connection with this Agreement for an amount
exceeding the total Cost of service on the basis of the rate(s) so finalised with the
Vendor, for the said period. Service provider will ensure Bank’s data
confidentiality and shall be responsible for liability arising in case of breach of any
kind of security and/or leakage of confidential customer/Bank’s related
information to the extent of loss so caused.
ii. The limitations set forth herein shall not apply with respect to:
a) claims that are the subject of indemnification pursuant to IPR
infringement,
b) damage(s) occasioned by the gross negligence, fraud or willful
misconduct of Service Provider,
c) damage(s) occasioned by Service Provider for breach of
Confidentiality Obligations,
d) When a dispute is settled by the Court of Law in India.
e) Regulatory or statutory fines imposed by a Government or
Regulatory agency for non-compliance of statutory or regulatory
guidelines applicable to the Bank.
35. Confidentiality:
i. Bidder acknowledges and agrees that all tangible and intangible information
obtained, developed or disclosed including all documents, contract, purchase
order to be issued, data papers and statements and trade secret of the Bank

relating to its business practices and their competitive position in the market place
provided to the selected Bidder by the Bank in connection with the performance
of obligations of Bidder under the purchase order to be issued, in part or
complete shall be considered to be confidential and proprietary information
(“Confidential Information”) and shall not be disclosed to any third party/published
without the written approval of the Bank.
ii. The Confidential Information will be safeguarded and Bidder will take all the
necessary action to protect it against misuse, loss, destruction, alterations or
deletions thereof. In the event of a breach or threatened breach by Bidder of this
section, monetary damages may not be an adequate remedy; therefore, Bank
shall be entitled to injunctive relief to restrain Bidder from any such breach,
threatened or actual.
iii. Any document, other than the Contract itself, shall remain the property of the
Bank and shall be returned (in all copies) to the Bank on completion of the
Vendor’s performance under the Contract, if so required by the Bank.
iv. All material in this RFP is considered CONFIDENTIAL and shall not be disclosed,
reproduced, transmitted, or made available by the bidder, or any of its
employees, representatives or potential subcontractors, to any other person and
for any reason other than responding to this RFP. The bidder will not disclose or
discuss the contents of the RFP document with any officer, employee, consultant,
director, agent, or other person associated or affiliated in any way with Bank or
any of its customers or suppliers without the prior written consent of Bank.
v. The bidder shall not publish or disclose in any manner, without Bank’s prior
written consent, the details of any security safeguards designed, developed, or
implemented by the bidder or existing at any Bank location. The bidder shall
develop procedures and implementation plans to ensure that IT resources
leaving the control of the assigned user (such as being reassigned, removed for
repair, replaced, or upgraded) are cleared of all Bank data and sensitive
application software. Adequate back-up measures will need to be put in place so
that no data is lost even in case an entire facility goes down. The bidder shall
also ensure that all subcontractors who are involved in providing such security
safeguards or part of it shall not publish or disclose in any manner, without the
Bank's prior written consent, the details of any security safeguards designed,
developed, or implemented by the bidder or existing at any Bank location.
36. Delay in the Vendor’s Performance:
i. Services shall be made by the Vendor within the timelines prescribed in part II of
this document.
ii. If at any time during performance of the Contract, the Vendor should encounter
conditions impeding timely delivery and performance of Services, the Vendor

shall promptly notify the Bank in writing of the fact of the delay, it’s likely duration
and cause(s). As soon as practicable after receipt of the Vendor’s notice, the
Bank shall evaluate the situation and may, at its discretion, extend the Vendors’
time for performance, in which case, the extension shall be ratified by the parties
by amendment of the Contract.
iii. Any delay in performing the obligation/ defect in performance by the Vendor may
result in imposition of penalty, liquidated damages, invocation of Performance
Bank Guarantee and/or termination of contract (as laid down elsewhere in this
RFP document)
37. Vendor’s obligations:
i. The Vendor is responsible for and obliged to conduct all contracted activities in
accordance with the contract using state-of-the-art methods and economic
principles and exercising all means available to achieve the performance
specified in the Contract.
ii. The Vendor is obliged to work closely with the Bank’s staff, act within its own
authority and abide by directives issued by the Bank from time to time and
complete implementation activities.
iii. The Vendor will abide by the job safety measures prevalent in India and will free
the Bank from all demands or responsibilities arising from accidents or loss of life,
the cause of which is the Vendor’s negligence. The Vendor will pay all
indemnities arising from such incidents and will not hold the Bank responsible or
obligated.
iv. The Vendor is responsible for managing the activities of its personnel or sub-
contracted personnel (where permitted) and will hold itself responsible for any
misdemeanors.
v. The Vendor shall treat as confidential all data and information about SBI,
obtained in the process of executing its responsibilities, in strict confidence and
will not reveal such information to any other party without prior written approval of
the Bank as explained under ‘Non-Disclosure Agreement’ in Annexure-J of this
document.
vi. Bidders need to exchange mails (through Bank’s Domain), store data / files on
laptop / desktop. There should be a provision for regular back-ups of the laptop /
desktop / servers. Back-up should be stored / archived as per regulatory
guidelines and access management to same must be restricted. Bank /
Regulatory authorities may call for such communication / data for compliance
purposes.

38. Technical Documentation:
i. The vendor shall provide documents related to review records/ Test Bug Reports/
Root Cause Analysis Report, list of all Product components, list of all
dependent/external modules and list of all documents relating to traceability of
service level failure, within mutually agreed TAT.
ii. The Vendor shall also provide the MIS reports as per requirements of the Bank.
Any level/ version changes and/or clarification or corrections or modifications in
the above-mentioned documentation should be supplied by the Vendor to the
Bank, free of cost in timely manner.
39. Patent Rights/Intellectual Property Rights:
i. For any licensed software used by the finally selected TC1 Vendor for performing
services for the Bank, the Vendor shall have the right as well as the right to
license for the outsourced services. Any license or IPR violation on the part of
Vendor/ Subcontractor should not put the Bank at risk. The Bank reserves the
right to audit the license usage of the Vendor.
ii. The Vendor shall, at its own expenses without any limitation, defend and
indemnify the Bank against all third-party claims or infringements of Intellectual
Property Rights including patent, trademark, copyright, trade secret or industrial
design rights arising from the performance of the services or use of the products
or any part thereof in India or abroad.
iii. The Vendor shall expeditiously extinguish any such claims and shall have full
rights to defend itself therefrom. If the Bank is required to pay compensation to a
third party resulting from such infringement(s), the Vendor shall be fully
responsible therefore, including all expenses and court and legal fees.
iv. The Bank will give notice to the Vendor of any such claim without delay, provide
reasonable assistance to the Vendor in disposing of the claim, and shall at no
time admit to any liability for or express any intent to settle the claim.
v. Where software license is purchased by the Vendor and ownership remains with
the Vendor, the Bank may ask to deposit the Source Code in an ESCROW
arrangement. However, these are not applicable to standard (readily available in
the market) software products.
40. Liquidated Damages:
If the Service Provider fails to deliver and perform any or all the Services
within the stipulated time, schedule as specified in this Agreement, the
Bank may, without prejudice to its other remedies under the Agreement,
and unless otherwise extension of time is agreed upon without the
application of liquidated damages, deduct from the Project Cost, as

liquidated damages a sum equivalent to 1% of total Project cost for delay

of each week or part thereof maximum up to 10% of total Project cost.
Once the maximum deduction is reached, the Bank may consider
termination of the Agreement. .
41. Conflict of Interest:
Bidder shall not have a conflict of interest (the “Conflict of Interest”) that affects
the bidding Process. Any Bidder found to have a Conflict of Interest shall be
disqualified. In the event of disqualification, the Bank shall be entitled to forfeit
and appropriate the Bid Security and/or Performance Security (Performance
Bank Guarantee), as the case may be, as mutually agreed upon genuine
estimated loss and damage likely to be suffered and incurred by the Bank and
not by way of penalty for, inter alia, the time, cost and effort of the Bank, including
consideration of such Bidder’s proposal (the “Damages”), without prejudice to any
other right or remedy that may be available to the Bank under the bidding
Documents and/ or the Concession Agreement or otherwise. Without limiting the
generality of the above, a Bidder shall be deemed to have a Conflict of Interest
affecting the bidding Process, if:
(a) the Bidder, its Member or Associate (or any constituent thereof) and any other
Bidder, its Member or any Associate thereof (or any constituent thereof) have
common controlling shareholders or other ownership interest; provided that this
disqualification shall not apply in cases where the direct or indirect shareholding
of a Bidder, its Member or an Associate thereof (or any shareholder thereof
having a shareholding of more than 5% (five per cent) of the paid up and
subscribed share capital of such Bidder, Member or Associate, as the case may
be) in the other Bidder, its Member or Associate, has less than 5% (five per
cent) of the subscribed and paid up equity share capital thereof; provided further
that this disqualification shall not apply to any ownership by a bank, insurance
company, pension fund or a public financial institution referred to in section 2(72)
of the Companies Act, 2013. For the purposes of this Clause, indirect
shareholding held through one or more intermediate persons shall be computed
as follows:
(i) where any intermediary is controlled by a person through management control
or otherwise, the entire shareholding held by such controlled intermediary in
any other person (the “Subject Person”) shall be considered for computing the
shareholding of such controlling person in the Subject Person; and
(ii) subject always to sub-clause (i) above, where a person does not exercise
control over an intermediary, which has shareholding in the Subject Person,
the computation of indirect shareholding of such person in the Subject Person
shall be undertaken on a proportionate basis; provided, however, that no such
shareholding shall be reckoned under this sub-clause if the shareholding of

such person in the intermediary is less than 26% of the subscribed and paid
up equity shareholding of such intermediary; or
(b) a constituent of such Bidder is also a constituent of another Bidder; or
(c) such Bidder, its Member or any Associate thereof receives or has received any
direct or indirect subsidy, grant, concessional loan or subordinated debt from any
other Bidder, its Member or Associate, or has provided any such subsidy, grant,
concessional loan or subordinated debt to any other Bidder, its Member or any
Associate thereof; or
(d) such Bidder has the same legal representative for purposes of this Bid as any
other Bidder; or
(e) such Bidder, or any Associate thereof, has a relationship with another Bidder, or
any Associate thereof, directly or through common third party/ parties, that puts
either or both in a position to have access to each other’s information about, or to
influence the Bid of either or each other; or
(f) such Bidder or any of its affiliates thereof has participated as a consultant to the
Bank in the preparation of any documents, design or technical specifications of
the Project.
42. Fraud & Corrupt Practices:
i. The Bidder and their respective officers, employees, agents and advisers shall
observe the highest standard of ethics during the bidding Process.
Notwithstanding anything to the contrary contained herein, the Bank shall
reject an Application without being liable in any manner whatsoever to the
Bidder if it determines that the Bidder has, directly or indirectly or through an
agent, engaged in corrupt/fraudulent/coercive/undesirable or restrictive
practices in the bidding Process.
ii. Without prejudice to the rights of the Bank, if a Bidder is found by the Bank to
have directly or indirectly or through an agent, engaged or indulged in any
corrupt/fraudulent/coercive/undesirable or restrictive practices during the
bidding Process, such Bidder shall not be eligible to participate in any
EOI/RFP issued by the Bank during a period of 2 (two) years from the date
such Bidder is found by the Bank to have directly or indirectly or through an
agent, engaged or indulged in any corrupt/ fraudulent/ coercive/ undesirable or
restrictive practices, as the case may be.
iii. For the purposes of this Clause, the following terms shall have the meaning
hereinafter, respectively assigned to them:
(a) “corrupt practice” means
(i) the offering, giving, receiving, or soliciting, directly or indirectly, of
anything of value to influence the actions of any person connected with the
bidding Process (for avoidance of doubt, offering of employment to or

employing or engaging in any manner whatsoever, directly or indirectly, any

official of the Bank who is or has been associated in any manner, directly or
indirectly with the bidding Process or the Letter of Authority or has dealt with
matters concerning the Concession Agreement or arising there from, before
or after the execution thereof, at any time prior to the expiry of one year
from the date such official resigns or retires from or otherwise ceases to be
in the service of the Bank, shall be deemed to constitute influencing the
actions of a person connected with the bidding Process); or
(ii) engaging in any manner whatsoever, whether during the bidding
Process or after the issue of the Letter of Authority or after the execution of
the Agreement, as the case may be, any person in respect of any matter
relating to the Project or the Letter of Authority or the Agreement, who at
any time has been or is a legal, financial or technical adviser of the Bank in
relation to any matter concerning the Project;
(b) “Fraudulent practice” means a misrepresentation or omission of facts or

suppression of facts or disclosure of incomplete facts, in order to influence
the bidding Process
(c) “Coercive practice” means impairing or harming or threatening to impair

or harm, directly or indirectly, any person or property to influence any
person’s participation or action in the bidding Process;
(d) “Undesirable practice” means (i) establishing contact with any person
connected with or employed or engaged by the Bank with the objective of
canvassing, lobbying or in any manner influencing or attempting to influence
the bidding Process; or (ii) having a Conflict of Interest; and
(e) “Restrictive practice” means forming a cartel or arriving at any

understanding or arrangement among Bidders with the objective of
restricting or manipulating a full and fair competition in the bidding Process.
43. Termination for Default:
i. The Bank, without prejudice to any other remedy for breach of Contract, by a
written notice of not less than 90 (ninety) days sent to the Vendor, may terminate
the Contract in whole or in part:
a. If the Vendor fails to deliver and perform any or all the Services within the
period(s) specified in the Contract, or within any extension thereof granted by
the Bank; or
b. If the vendor fails to perform any other obligation(s) under the contract; or
c. Laxity in adherence to standards laid down by the Bank; or
d. Discrepancies/deviations in the agreed processes and/or Services.; or
e. Violations of terms and conditions stipulated in this RFP.

ii. In the event the Bank terminates the Contract in whole or in part for the breaches
attributable to the Vendor, the Bank may procure, upon such terms and in such
manner as it deems appropriate, Services similar to those undelivered, and the
Vendor shall be liable to the Bank for any increase in cost for such similar
Services. However, the Vendor shall continue performance of the Contract to the
extent not terminated.
iii. If the contract is terminated under any termination clause, the vendor shall
handover all documents/ executable/ Bank’s data or any other relevant
information to the Bank in timely manner and in proper format as per scope of this
RFP and shall also support the orderly transition to another vendor or to the
Bank.
iv. During the transition, the Vendor shall also support the Bank on technical
queries/support on process implementation or in case of software provision for
future upgrades.
v. The Bank’s right to terminate the Contract will be in addition to the

penalties/liquidated damages and other actions as deemed fit.
vi. In the event of failure of the Service Provider to render the Services or in the event
of termination of agreement or expiry of term or otherwise, without prejudice to any
other right, the Bank at its sole discretion may make alternate arrangement for
getting the Services contracted with another vendor. In such case, the Bank shall
give prior notice to the existing Service Provider. The existing Service Provider
shall continue to provide services as per the terms of contract until a ‘New Service
Provider’ completely takes over the work. During the transition phase, the existing
Service Provider shall render all reasonable assistance to the new Service Provider
within such period prescribed by the Bank, at no extra cost to the Bank, for
ensuring smooth switch over and continuity of services. If existing vendor commits
a breach of this obligation, they shall be liable for paying a penalty of as provided
in Part-II, (Schedule of Events, Sl No 20) on demand to the Bank, which may be
settled from the payment of invoices or by invocation of Performance Bank
Guarantee.
44. Force Majeure:
i. Notwithstanding the provisions of terms and conditions contained in this RFP, the
Vendor shall not be liable for forfeiture of its performance security, liquidated
damages, or termination for default, if any, and to the extent that the delay in
performance or other failure to perform its obligations under the Contract is the
result of an event of Force Majeure.
ii. For the purposes of this clause, 'Force Majeure' means and includes wars,
insurrections, revolution, civil disturbance, riots, terrorist acts, public strikes, hartal,
bundh, fires, floods, epidemic, quarantine restrictions, freight embargoes, declared

general strikes in relevant industries, Major Act of Government, impeding

reasonable performance of the Vendor and / or Sub-Contractor but does not
include any foreseeable events, commercial considerations or those involving fault
or negligence on the part of the party claiming Force Majeure.
iii. If a Force Majeure situation arises, the Vendor shall promptly notify the Bank in
writing of such condition and the cause thereof. Unless otherwise directed by the
Bank in writing, the Vendor shall continue to perform its obligations under the
Contract as far as is reasonably practical, and shall seek all reasonable alternative
means for performance not prevented by the Force Majeure event. In such
eventuality, SLAs and Penalties will not be applicable during force majeure period.
45. Termination for Insolvency:
The Bank may, at any time, terminate the Contract by giving written notice to the
Vendor, if the Vendor becomes Bankrupt or insolvent or any application for
bankruptcy, insolvency or winding up has been filed against it by any person. In
this event, termination will be without compensation to the Vendor, provided that
such termination will not prejudice or affect any right of action or remedy, which
has accrued or will accrue thereafter to the Bank.
46. Termination for Convenience:
The Bank, by written notice of not less than 90 (ninety) days sent to the Vendor,
may terminate the Contract, in whole or in part, at any time for its convenience.
The notice of termination shall specify that termination is for the Bank’s
convenience, the extent to which performance of the Vendor under the Contract
is terminated, and the date upon which such termination becomes effective.
47. Disputes (applicable in case of successful Bidder only):
All disputes or differences whatsoever arising between the parties out of or in

connection with this contract or in discharge of any obligation arising out of the
Contract (whether during the progress of work or after completion of such work
and whether before or after the termination of this contract, abandonment or
breach of this contract), shall be settled amicably. If however, the parties are not
able to solve them amicably, either party (SBI or Vendor), may give written notice
to other party clearly setting out there in specific dispute(s) and/or difference(s)
and shall be referred to a Board of Governance and settled as laid down in
Annexure-‘E’ at Section 6.3.5., and the award made in pursuance thereof shall
be binding on the parties. In the absence of consensus, the dispute may be
referred to joint arbitrator; one to be nominated by each party and the said
arbitrators shall nominate a presiding arbitrator, before commencing the
arbitration proceedings. The disputes shall be settled in accordance with the
applicable Indian Laws.
The Vendor shall continue work under the Contract during the dispute
proceedings unless otherwise directed by the Bank or unless the matter is such
that the work cannot possibly be continued until the decision of the dispute is
obtained.

Any such dispute proceedings shall be held at Mumbai, India, and the language
of the arbitration proceedings and that of all documents and communications
between the parties shall be in English.
48. Governing Language:
The governing language shall be English.
49. Applicable Law:
The RFP and the Contract shall be interpreted in accordance with the laws of the
Union of India and shall be subjected to the exclusive jurisdiction of courts at
Mumbai.
i. The bidder shall undertake to observe, adhere to, abide by, comply with all
laws in force or as are or as made applicable in future, pertaining to or
applicable to them, their business, their employees or their obligations towards
them and all purposes of this RFP and shall indemnify, keep indemnified, hold
harmless, defend and protect the Bank and its employees / officers / staff /
personnel / representatives / agents from any failure or omission on its part to
do so and against all claims or demands of liability and all consequences that
may occur or arise for any default or failure on its part to conform or comply
with the above and all other statutory obligations arising there from.
ii. Compliance in obtaining approvals/permissions/licenses: The bidder shall

promptly and timely obtain all such consents, permissions, approvals, licenses,
etc., as may be necessary or required for any of the purposes of this project or for
the conduct of their own business under any applicable Law, Government
Regulation / Guidelines and shall keep the same valid and in force during the
term of the project, and in the event of any failure or omission to do so, shall
indemnify, keep indemnified, hold harmless, defend, protect and fully
compensate the Bank and its employees / officers / staff / personnel /
representatives / agents from and against all claims or demands of liability and all
consequences that may occur or arise for any default or failure on its part to
conform or comply with the above and all other statutory obligations arising there
from and the Bank will give notice of any such claim or demand of liability within
reasonable time to the bidder.
iii. This indemnification is only a remedy for the Bank. The bidder is not absolved
from its responsibility of complying with the statutory obligations as specified
above. Indemnity would cover damages, loss or liabilities suffered by the Bank
arising out of claims made by its customers and/or regulatory authorities.

50. Taxes and Duties:
a. The Vendor shall be liable to pay all corporate taxes and income tax that shall be
levied according to the laws and regulations applicable from time to time in India
and the price Bid by the Vendor shall include all such taxes in the contract price.
b. Rate(s) quoted should be exclusive of all Central / State Government

taxes/duties, GST and levies as per the Government notification in this regard,
from time-to-time and shall be borne by the Bank.
c. Rate(s) payable to the Vendor as stated in the Contract shall be firm and not
subject to adjustment during performance of the Contract, irrespective of reasons
whatsoever, including exchange rate fluctuations, any upward revision in Custom
duty. The Bidder will pass on to the Bank, all fiscal benefits arising out of
reductions, if any, in Government levies viz. custom duty or the benefit of
discounts if any announced in respect of the cost of the items for which orders
have been placed during that period.
d. All expenses, stamp duty and other charges/ expenses in connection with the
execution of the Agreement as a result of this RFP process shall be borne by the
Vendor.
51. Tax deduction at Source:
i. Wherever the laws and regulations require deduction of such taxes at the source
of payment, the Bank shall effect such deductions from the payment due to the
Vendor. The remittance of amounts so deducted and issuance of certificate for
such deductions shall be made by the Bank as per the laws and regulations for
the time being in force. Nothing in the Contract shall relieve the Vendor from his
responsibility to pay any tax that may be levied in India on income and profits
made by the Vendor in respect of this contract.
ii. The Vendor’s staff, personnel and labour will be liable to pay personal income
taxes in India in respect of such of their salaries and wages as are chargeable
under the laws and regulations for the time being in force, and the Vendor shall
perform such duties in regard to such deductions thereof as may be imposed on
him by such laws and regulations.
52. Tender Fee:
The same should be furnished by the Bidders in the form of Demand Draft/
Bankers’ Cheque as mentioned in part II. It should be enclosed with Technical
Bid. The Bids without tender fee will not be considered valid.
53. Legal Relationship
No binding legal relationship will exist between any of the bidders and the Bank
until execution of a contractual agreement to the full satisfaction of the Bank.

Part-2
SCHEDULE OF EVENTS
Sl Particulars
Remarks
No
1 Contact details of issuing Shri Jayvant Kulkarni,
department – for all Deputy General Manager (CCOD),
correspondences State Bank of India, Contact Centre Operations
(Name, Designation, Email Deptt., Neha Apartment, R.C.Dutt Road, Alkapuri,
address for sending any Vadodara.
kind of correspondence dgm.contactcentre@sbi.co.in
regarding this RFP) – Shri T. Ramadas
Asst. General Manager (CCOD)
ramadas_n@sbi.co.in
Shri Varoon Narayan Agarwal,
Chief Manager (CCOD),
varoon.agarwal@sbi.co.in
Bid Document Availability - RFP may be downloaded from Bank’s website
2
including https://www.sbi.co.in under - procurement news
changes/amendments, if from 09.08.2018
any to be issued Subject with regard to Mails related to pre-bid
queries be mentioned as ““Pre-Bid query for
RFP CCOD-01/2018-19”
3 Last date for requesting Upto 18.08.2018
clarification All communications regarding points / queries
requiring clarifications shall be posted on the
Bank’s website.
4 Pre - Bid Meeting at On 24.08.2018 at 11.15 AM to 12.15 PM
(venue) State Bank of India, Corporate Centre, State Bank
Bhavan, Nariman Point, MUMBAI.
5 Clarifications to queries On 30.08.2018 on the Bank’s website.
raised at pre-Bid meeting
will be provided by the
Bank.
6 Last date and time for Bid 10.09.2018 at 02:30 PM
submission
7 Address for submission of S.Sridhar Babu, Chief Manager,
Bids - (for convenience Complaint Management System Department, 2nd
purpose only, and no query Floor, Kapaas Bhavan,Plot No. 3/A,
be raised to them) Sector – 11, CBD, Belapur, Navi MUMBAI.
8 Date and Time of opening 10.09.2018 at 03.00 PM
of Bid COVERS Authorized representatives of vendors may be
present during opening of the Technical Bids in
the same premise. However, Technical Bids
would be opened even in the absence of any or
all of the vendor representatives.
9 Presentation by the The date / time would be communicated to the
eligible bidders short-listed Bidders by email / letter / SMS or a
combination of these.

10 Opening of Indicative The short-listed bidders would be advised the

Price Bids (Online) date / time, process and other relevant details for
taking part in the Reverse Auction, upon
finalization.
11 Reverse Auction (Online) To be shared with the short-listed bidders, along
with 10 above.
12 Bid Participation Fee Amount Rs.2 lakhs
(Non-refundable by means of a DD or Bankers’

cheque payable at Mumbai in favour of State
Bank of India).
13 Earnest Money Deposit by Rs.50.00 lakhs Validity period from the date
way of PBG of Bid opening – till 9
months period. The EMD of
all the unsuccessful
vendors, would be
discharged or released
within a fortnight of the
completion of the technical
evaluation and short-listing
of the eligible Bidders.
14 Performance Bank 10% of the Total Validity period from the date
Guarantee Value of the of purchase order up to 5
Contract. (value years and three months of
discovered on the the Contract Period,
basis of Reverse including claim period.
Auction, and
finalized with the
consent of the
Bank).
15 Price validity from the 9 months from the submission of Bid.
date of price discovery
16 Contact details of agency On a subsequent date which will be
appointed for conducting communicated to such Bidders who qualify in the
Reverse Auction Technical Evaluation.
17 Delivery schedule/ As per footnote to Annexure-E Point No. 4.
Timeline
18 Terms of payment Monthly as per the Bills raised in line with the
\achievement of SLA parameters, penalties,
Bonus, etc. and would normally be paid.
19 Delivery locations As detailed in Annexure – E.
20 Liquidated damages 1% of the Total Contract Value per week, subject
to a maximum of 10% of the overall value.
21 Transition Penalty As per Annexure-E, Footnote to Sub-section 3.5
and 4 on Timelines.

ANNEXURE–A
BID FORM (TECHNICAL BID)

[On Company’s letter head]
(to be included in Technical Bid Envelope)
Date:_______________
To:
<address of tendering office >
Dear Sir,
Ref: RFP No. SBI:CCOD-01/2018-19 dated 09.08.2018

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
We have examined the above RFP, the receipt of which is hereby duly acknowledged
and subsequent pre-Bid clarifications/ modifications / revisions, if any, furnished by the
Bank and we offer to provide Services detailed in this RFP. We shall abide by the terms
and conditions spelt out in the RFP. The Indicative Price Bid need be submitted in a
separate cover, duly superscribed, and placed separately in the Technical Bid cover.
2. While submitting this Bid, we certify that:
 The undersigned is authorized to sign on behalf of the Vendor and the necessary
support document delegating this authority is enclosed to this letter.
 We declare that we are not in contravention of conflict of interest obligation
mentioned in this RFP.
 Indicative prices submitted by us have been arrived at without agreement with
any other Bidder of this RFP for the purpose of restricting competition.
 The indicative prices submitted by us have not been disclosed and will not be
disclosed to any other Bidder responding to this RFP.
 We have not induced or attempted to induce any other Bidder to submit or not to
submit a Bid for restricting competition.
 The rate quoted in the indicative price Bids are as per the RFP and subsequent
pre-Bid clarifications/ modifications/ revisions furnished by the Bank, without any
exception.
3. If our offer is accepted, we undertake to complete the formalities for providing

Services within the period specified in this document.
4. We agree to abide by all the Bid terms and conditions, contents of Service Level
Agreement as available at Annexure-O of this document and the rates quoted
therein for the orders awarded by the Bank up to the period prescribed in the Bid,
which shall remain binding upon us.

5. Until a formal contract is prepared and executed, this Bid, together with your written
acceptance thereof and your notification of award, shall constitute a binding
Contract between us.
6. We undertake that, in competing for (and, if the award is made to us, in executing)
the above contract, we will strictly observe the laws against fraud and corruption in
force in India namely “Prevention of Corruption Act 1988”.
7. We undertake that we will not offer, directly or through intermediaries, any bribe, gift,
consideration, reward, favour, any material or immaterial benefit or other advantage,
commission, fees, brokerage or inducement to any official of the Bank, connected directly
or indirectly with the bidding process, or to any person, organisation or third party related
to the contract in exchange for any advantage in the bidding, evaluation, contracting
and implementation of the contract.
8. We undertake that we will not resort to canvassing with any official of the Bank,
connected directly or indirectly with the bidding process to derive any undue advantage.
We also understand that any violation in this regard, will result in disqualification of
bidder from further bidding process.
9. We certify that we have not made any changes in the contents of the RFP document
read with its amendments/clarifications provided by the Bank submitted by us in our
Bid document.
10. It is further certified that the contents of our Bid are factually correct. We also accept
that in the event of any information / data / proving to be incorrect, the Bank will
have the right to disqualify us from the Bid.
11. We understand that you are not bound to accept the lowest or any Bid you may
receive and you may reject all or any Bid without assigning any reason or giving any
explanation whatsoever.
12. We hereby undertake that our name does not appear in any “Caution” list of RBI /
IBA or any other regulatory body for outsourcing activity.
13. If our Bid is accepted, we undertake to enter into and execute at our cost, when
called upon by the Bank to do so, a contract in the prescribed form and we shall be
jointly and severally responsible for the due performance of the contract.
14. The name(s) of successful Bidder to whom the contract is finally awarded after the
completion of bidding process shall be displayed on the website of the Bank and/or
communicated to the successful Bidder(s).
15. The commercial bidding process will be through the reverse auction process to be
conducted by the Bank or a company authorized by the Bank. We understand that
our authorized representative who would participate in the reverse auction process
would be possessing a valid digital certificate for the purpose.

16. We hereby undertake and agree to abide by all the terms and conditions stipulated by
the Bank in the RFP document.
Dated this ....... day of ............................ 2018
______________________________________________________________
(Signature) (Name)
(In the capacity of)
Duly authorised to sign Bid for and on behalf of
______________________________________
Seal of the company.

Annexure-B
Bidder’s Eligibility Criteria
Bidders meeting the following criteria are eligible to submit their Bids along with
supporting documents. If the Bid is not accompanied by all the required documents
supporting eligibility criteria, the same would be rejected:
Commercial:
Sr. Eligibility Criteria Compliance Documents to be
No. (Yes/No) submitted along with Bid
1. The Bidder must be an Indian Copy of the Certificate of
Public or Private Limited Incorporation issued by
company or LLP registered under Registrar of Companies
along with Memorandum &
applicable Act in India. Indian
Articles of Association and
BPO Services is that part of the full address of the
bidding organization that services registered office.
both Indian and International
customers, out of India. In case
the current bidder is the result of
merger / acquisition, at least one
of the merging companies should
have been in operation for a
minimum of five years as on
31.03.2018 * a,b.
2. The Bidder must have an Copy of the audited
average turnover of at least Financial Statements and /
Rs.100 crore from India Domestic or Certificate (from the
Call Centre Voice Operations, Chartered Accountant who
during the last three financial has audited the accounts in
years and a total annual turnover that year) for preceding
of Rs.300 crores in the last year. three years.
* a,b
3. The Bidder should be profitable Copy of the audited
organization on the basis of balance sheets along with
Operating Profit for at least 3 profit and loss statement for
financial years out of the last five corresponding years and /
financial years of operations. * or Certificate of the
a,b Chartered Accountant. In
the event that the profit is
not publically reported for
the Indian Call Centre
operations of the vendor /
its subsidiary / parent
company, a certificate to
this effect from a Chartered
Accountant.

4. Bidder should have experience of Letter from the Client / LOI /

minimum five years in providing Copy of the Agreement.
the Call Centre Services, of
which at least one year (after
steady state) providing the Call
Centre services to Banking,
Financial Services and Insurance
(BFSI) for Inbound Process* a,b
5. Client references and contact 1.

details (email/ landline/ mobile) of 2.
customers for whom the Bidder 3.
has executed similar projects,
with at least one on premise
deployment.
i. Start and End Date of the
Project to be mentioned) in the
past
ii. At least 3 client references are
required – of which one should
be of BFSI
6. Bidders should not have been Bidder should specifically
blacklisted for deficiency in confirm on their letter head
service by any Public-Sector in this regard.
Bank / any regulatory body etc.,
IBA, RBI, TRAI, DOT, or
regulator of any other country
during the last 5 years. In case of
merger /acquisition / purchase /
takeover, this clause would be
applicable to both the
organisations. i.e., in case any
one of the organisations is
blacklisted, then the same would
be applicable to both
organisations.
.7. The Bidder should have support Bidder should specifically
setup within 4 hours of response confirm on their letter head
time in (PR) and (DR) at all in this regard.
locations
8.. The OEM (supplier of Dialler / Bidder should specifically

Call Distributor / IVR / Logger) for confirm on their letter head
the Bidder should be a company in this regard.
and have a local presence of
support level 3 in India.
9.. The Bidder should agree to the Bidder should specifically
terms and conditions of the RFP, confirm on their letter head
its corrigenda, clarifications and in this regard.
Service Level Agreement as per
Annexure-O.

10.. The Bidder providing BPO / Call 1. The copy of such

Centre services or the parent certificate(s).
company of whom the Bidder is a 2. OSP license for the
wholly owned subsidiary, contact centre is a pre-
providing BPO / Call Centre requisite. For other
services, must have registered centres, it need be obtained
itself with Department of and submitted within 1 year
Telecommunications (DOT) or after steady state stage.
any other authorized agency i.e.
OSP License, as applicable. *a, b
[No change/ addition / deletion to be made by the Bidder to any of the clauses.]
In case any such modification is observed in words / sentence / clause in any of the
Bank’s standard clauses or documents or formats, and noticed by the Bank at any
stage, the Bidder / Vendor may be liable for disqualification / termination, and in such
case, EMD / PBG could be forfeited, at the sole discretion of the Bank.
* a. In case the current bidder is the result of merger / acquisition / takeover / buy /
purchase of business or operations from another entity, at least one of the companies
should satisfy the criteria as mentioned in table above. b. minimum of five years
(commencing from FY 2013-14) as on 31.03.2018 (applicable to all these criteria). The
period of five / three / one years would be worked out backwards with the last FY being
31.03.2018.
Documentary evidence must be furnished against each of the above criteria along with
an index. All documents must be signed by the authorized signatory of the Bidder.
Relevant portions, in the documents submitted in pursuance of eligibility criteria, should
be highlighted.
Apart from the above, the solutions for the following two categories must be brought out
in detail, and submitted along with the Bid for evaluation purposes.
Sr. Eligibility Compliance Documents to be submitted

No. Criteria (Yes / No)
1. Deployment Documents on deployment framework, tools,
Methodologies templates & utilities to be provided.
2. Project Profile of project Team / previous
Management Assignments of similar nature / Details
Methodologies project plan to be submitted.
Signature
Seal of Company

Annexure-C
(Please refer to the guidelines to respond to Functional & Technical Specifications for
compliance as provided under Section 3.5.3 of Annexure – ‘E’.)
PROFORMA OF CERTIFICATE
(TO BE SUBMITTED ON LETTERHEAD ALONG WITH BID)
We have read and understood all the specifications mentioned in C1 and C2, all current
specifications (marked as ‘P’) under C1, C2 & Scope of Work, and undertake to
implement all the parameters at the Start.
Further, we also undertake that all Futuristic Specifications (marked as ‘F’) under C1 &
C2 shall be implemented as per the requirements of the Bank, as per the Change
Management Process.
We also understand and accept that non-compliance of any of Present and Future
Specifications, within the time limits specified would attract the applicable penalty(ies).
In case, we, the undersigned, have committed certain conditions in the Scoring Model,
then the conditions need be fulfilled and understand that this shall form part of the
Contract agreement.
Signature and Seal of Company


Annexure-C1
Functional Specifications
INDEX
1 Mandatory
2 Cutover & Transition
3 Organization Design
4 Receiving Calls
5 Answering Calls
6 Resolution
7 Information and Accessibility
8 Business Continuity
9 Talent Management
10 Facilitation
11 Other
12 MIS
13 Analytics
14 SLA
15 Governance

Mandatory Functional Specifications

Compliance
(Choose
Sr. No. Requirement Description Yes or No
from the
List)
Bidder must not be involved in serious litigation in any court of law, which
FS MAND 01
may adversely affect their ability to manage the proposed services.
Bidder should not have been terminated by any member of IBA for reasons
FS MAND 02
other than non-performance or black-listed by any Regulatory Body.
The BPO will have all infrastructure, technology, processes, applications,
FS MAND 03 application interfaces, management, and trained people ready at START
stage +20 weeks
The BPO will handle transited calls from 21st week progressively and
FS MAND 04 complete 100% transition by 42nd week. (1800 seats)
The Process Head is to be located at a location, as decided by the Bank,

FS MAND 05
from where the process will be operated.
The service to be launched along with launch are inbound IVR, Inbound
agents assisted calls, outbound IVR, Outbound agent assisted calls, and
FS MAND 06
email. For specific details please refer to table under sub section 3.2.2 -
Service in the main RFP document.
The BPO will provide all services and existing transactions mentioned under
FS MAND 07 section 3.3 and 3.4 Service Scope in the main RFP document and any new
transactions, as and when the bank decides to start
The BPO will continuously monitor capacity of all technology and
infrastructure components. Additional capacity will be added if the utilization
FS MAND 08 crosses limit (mentioned in the SLA annexure) in peak hours for more than 5
days in a month. This capacity utilization has to be maintained during all
phases of transition and pilot too
The BPO shall use PRI lines from those service providers only which will
enable the SBI/ Subsidiaries / JVs toll free lines to seamlessly integrate from
FS MAND 09
technology, logistics, service provider compatibility and call carriage
law's/rule perspective
The BPO shall manage all PRI lines and last mile connectivity needed for
FS MAND 10
the calls to the SBI Contact Centre.
SBI will review the catalogues, targets and all related processes, in 6
FS MAND 11 months’ interval and may change the same for improving the business
performance.
The BPO shall have a documented process to carry out call quality
monitoring to continuously improve the SLAs & KPIs. The bidder to come
FS MAND 12
out with their own transaction monitoring forms / methodology(ies) / tools,
that can then be improved upon.
The BPO shall forecast daily calls (basis the monthly calls forecasted –
freezed nearly 90 days in advance), arrive at suitable capacity, schedule
agents, prepare rosters, monitor adherence and improve the efficiency and
service levels of the Centre using WFM. Any volume change up to 10% of
FS MAND 13 the forecasted volume for a particular duration, the BPO should handle the
calls within the defined service level. For any volume change, which is more
than 10% for a particular duration, SLA for Service Level and Abandon will
be relaxed for that duration, if the defined staffing level targets are met for
that duration. Duration is hourly measurable.
The BPO will follow the security policy stated by the bank and any other
applicable policies (e.g. RBI / ISO) for protecting information & information
FS MAND 14 systems from unauthorized access, use, disclosure, disruption, modification
or destruction
The BPO will have a documented and tested Business Continuity Plan duly
FS MAND 15 vetted and approved by the Bank

The Contact Centre will supply the bank with regular MIS on performance in
the form of Dashboards and Reports. This MIS will be published in the self-
FS MAND 16
service portal mentioned in the Governance section, and should be auto-
generated.
The bank will have online access to reporting systems of the systems used
FS MAND 17
in the BPO
Compliance to CTQ SLAs mentioned in section 6.7.6 - Material Breach
FS MAND 18
under Annexure E - Service Level Agreement
The BPO will acquire ISO 27001 security certification for SBI process, within
1 year from Ready State of the Contact Centre for SBI process. This
certification should cover all aspects of security including but not limited to
FS MAND 19
information security, infrastructure security, physical access security,
document security, identification security, transportation security, 3rd party
access etc.
The Contact Centre to be certified for SBI process, as per the latest ISO
FS MAND 20 certification process and PCI-DSS certification, as per applicability within
one year from the date of P.O.
The BPO shall have valid OSP (Other Service Provider) license from
FS MAND 21 Department of Telecommunications for domestic & international call centre
operations for every location of SBI Contact Centre.
The BPO will have documented Change Management Process which will
FS MAND 22
be approved by SBI
A certificate to be submitted as per Annexure – ‘C’, as a confirmation to
FS MAND 23
compliance of all the Present and Future requirements under ‘C1’ and ‘C2’.
Commitment to the compliance of TRAI regulations and obtaining
FS MAND 24
certification thereon timely.
All these mandatory fields should be brought out specifically in Solution Document.
Requireme
Sr. No. Requirement Description nt Type -
‘P’ or ‘F’
Cutover & Transition

Three states are defined for the cutover and transition. (1) START: SBI will
issue an LOI or will give an instruction to the successful bidder BPO to start
work (2) READY - the BPO is ready with all the required infrastructure,
technology, people and processes for transition of calls from SBI (3)
TRANSITIONED: All call volumes that will be prevailing at the time of
cutover and period of transition will be deemed to be fully transitioned to
FS CTI 01 the BPO. The TRANSITIONED stage itself will have 4 stages each (TS1, P
TS2, TS3, and TS4 signifying 10%, 30%, 60% and 100% volume transfer
respectively. (4) PILOT: This state will commence immediately after
transitioned state and will be continued till all quality parameters for steady
state is achieved. All relevant SLA's will be measured and monitored during
this time (5) STEADY STATE. The process is running in its full volume and
has attained all target SLA values.
The BPO will make sure it will put in place a crack project team to build P
FS CTI 02
capability as in the above FS CTI 01.
FS CTI 03 The total transition time will be 22 weeks from the READY state P
FS CTI 04 The pilot stage will be for 6 weeks from TRANSITION stage P

The pilot stage will be declared ready for steady state if the following critical P
SLA's reach their target values and are held there for a minimum of 2
weeks. Critical SLA Parameters are:
SLA 02 - Contact Centre sub System-Availability
SLA 03 - Telecom sub system –Availability
SLA 11 - Service Level
FS CTI 05
SLA 15 - Abandon Call Rate
SLA 34 - IVR Call completion
SLA 37 - CSAT scores (automated survey)
For movement from Initial Pilot stage to steady status stage, all
Critical SLAs except, SLA 34 'IVR Call Completion' and SLA 37 'C-SAT
Scores'(automated survey) will be included.
The STEADY STATE stage will be till end of tenure of contract except in P
cases where the SLA parameters drop as mentioned in Annexure – ‘E’
under section 6.7.6 - Material Breach of the main RFP document.
Critical SLA Parameters to revert back to unstable state under material
breach are:
FS CTI 06 SLA 02 - Contact Centre sub System-Availability
SLA 03 - Telecom sub system –Availability
SLA 11 - Service Level
SLA 15 - Abandon Call Rate
SLA 34 - IVR Call completion
SLA 37 - CSAT scores (automated survey)
The BPO will have all infrastructure, technology and processes ready and P
FS CTI 07
approved by the Bank before the first phase of transition.
FS CTI 08 Stages of Transition P
Stage 1 (TS1): (Approximately 10% of current volume will be transferred to P
FS CTI 09 the BPO at Start + 21 weeks)
Period: This volume state will continue for 8 weeks
Stage 4(TS4): (Approximately100 % of current volume will be transferred to P
the BPO at Start + 41 weeks)
FS CTI 12
Period: This volume state will then continue for 2 weeks in steady state and
volume transition would get completed
The BPO to describe its methodology for Transition of processes in P
FS CTI 13
Annexure M along with Response
The BPO to give a detailed project plan for the transition of call centre P
FS CTI 14
process from the existing vendor within 3 weeks of START stage
The BPO will furnish daily, weekly and monthly updates of the transition P
FS CTI 15
plan to SBI
FS CTI 16
Please mention the support needed from the bank during the Transition P
phase in Annexure M with your response
The vendor should make all efforts to ensure that technology, operations P
FS CTI 17 and process issues are defined and fine-tuned from the start of the
transition stage.
Design
FS ODE 01
The BPO will use best practices in the industry to design the Organization P
structure for the SBI Contact Centre
The Organization structure for the SBI processes will include the following P
FS ODE 02
roles: -
FS ODE 03 - Client Relationship Director P

- Technology head - Voice and all Contact Centre Technology (stationed P

FS ODE 04 at a location, as decided by the Bank and at other sites technical support
head required)
- Technology head - Data, Applications and Security P
FS ODE 05 (stationed at a location, as decided by the Bank and at other sites
technical support head required)
- Quality Head P
FS ODE 06 (stationed at , as decided by the Bank and at other sites quality support
head required)
- Training head P
FS ODE 07 (stationed at a location, as decided by the Bank and at other sites
training support head required)
- HR Head P
FS ODE 08 (stationed at a location, as decided by the Bank and at other sites HR
support head required)
FS ODE 09 - Operations Manager P
- Team Leaders (minimum of 1:12- 15 agents- one Team leader for every P
FS ODE 10
12 to 15 agents)
FS ODE 11 - Quality Executive (minimum 1: 2 - 3 teams -one for every 2 to 3 teams) P
FS ODE 12 - MIS Executives (as required) P
- Legal officer (to verify and check legal/statutory and regulatory P
FS ODE 13
requirements)
FS ODE 14 - Liaison officer (For interacting with Govt departments) P
FS ODE 15 - Floor coaches P
Market Segmentation
FS RCA 01
The bank will provide the BPO with the broad market segmentation needed P
for the process
The BPO will design the services, agent skills and the routing rules keeping P
in mind the bank's Market Segmentation.
FS RCA 02
The BPO will offer the treatment as defined by the bank for each customer
segment.
The bank considers certain customer segments as premium and expects P
the service to these to be differentiated as well. Segments mentioned
FS RCA 03
below will be provided differential service. A different set of specialized
agents will be used for these services
FS RCA 04 - NRI customers P
FS RCA 05 - High Net worth customers P
FS RCA 06 - Other premium segments P
Channel Assignment
The Contact Centre will have multi channels (multiple functions) for F
FS RCA 07
Inbound & Outbound services
The other advanced service to be launched as and when SBI wants it to be F
FS RCA 08
rolled in are:
FS RCA 09 - Chat-bots F
FS RCA 10 - Speech Recognition F
FS RCA 11 - Emotion Analysis F
FS RCA 12 - Click to call from Internet P
FS RCA 13 - Click to call from Mobile F
FS RCA 14 - Social Media F
FS RCA 15 - Virtual Agent F
FS RCA 16 - Multi modal F
FS RCA 17 - Journey Analytics F

Number Plan & Sizing

The BPO shall use the Erlang calculator for Trunk / Gateway and IVR P
FS RCA 18 capacity calculation. Agent capacity calculation will be done using the
forecasting and scheduling tools
Technology and agent sizing will be done by the BPO based on some of P
FS RCA 19
the following
FS RCA 20 – Volume forecasted by BPO on a continuous basis P
FS RCA 21 – Historical information P
– Any specific information given by SBI like a special promotion, new P
FS RCA 22
process/product etc
FS RCA 23 – Seasonal trends P
FS RCA 24 – Talk time projections and history P
FS RCA 25 – Agreed Service level P
Trunks capacity will include the PRI lines, last mile and trunk ports on the P
FS RCA 26
ACD / Gateway ports
State Bank of India owns the Toll / Toll Free numbers from BSNL, MTNL P
FS RCA 27
and Tata under POC
Call Carriage
Other subsidiaries/JVs and ITRO, GST, ETC, etc. will have their own Toll P
FS RCA 28
Free Numbers
FS RCA 29 These Toll-Free numbers are expected to land on the BPO's PRI lines P
As and when SBI and any of its subsidiaries / JVs adds more toll-free P
FS RCA 30 numbers, the same will have to be linked by BPO to the Contact Centre
PRIs
The BPO will need to liaison and interact with SBI and its subsidiaries / JVs P
FS RCA 31 and Toll / Toll Free providers for all operations and quality related issues
If there are any PRI lines owned by SBI for last mile connectivity, the BPO P
FS RCA 32
will also manage it from an operations point of view
The BPO shall be responsible for calculating capacity and procuring P
FS RCA 33
additional capacity as required to service the calls volume
FS RCA 34 The BPO shall work with appropriate service providers for the Call Carriage P
Pre-Routing
BPO will perform a pre-routing logic between multiple centres (within
multiple centres of SBI only), to assess the destination of the call for
FS RCA 35 appropriate routing based on business rules. The business rules for routing P
will be discussed during the contract phase
(all regulatory and Govt / DoT guidelines to be followed)
Identification of Customer
Customers to be identified on IVR based on customer Account number P
FS ACA 01 /ATM Card Number / Phonebanking / Regsitered Mobile Number/ CLI as
an input
FS ACA 02 Relevant identification information will be shown to agent as a screen pop P
FS ACA 03
Specific business rules and treatment will be applicable based on customer P
identification.
FS ACA 04
Alternatively, customer identification may also be done as mentioned in P
market segmentation, based on CLI of customer
Routing
The BPO will design a routing logic for Voice, E-mail and SMS (SMS to be P
FS ACA 05 sent through the Bank's gateway) communication to ensure quick, accurate
and best -fit resolution

For voice communication; the Routing logic both intra-site and inter-site will P
FS ACA 06 ensure that call queuing is kept within the Service level
(all regulatory and Govt / DoT guidelines to be followed)
FS ACA 07 Agent skills will be adequately designed to support the routing logic P
Queue Management
The skills in the BPO shall be designed to optimally reflect the customer, P
FS ACA 08
product and service segmentation of the Bank
Skill overflow and queue handling will be done in strict accordance with the P
FS ACA 09
SLAs agreed upon
Alternate channels and ‘call back manager’ should be used to reduce P
queue length and caller time in queue. In addition to that, bidder to play
FS ACA 10 announcement to the customer of the other alternate channels available
like SBI Quick, INB, Website, Mobile banking, etc., so that the customer
can look into the same
Adequate technology will be used to communicate the queue length to P
FS ACA 11
agents (e.g. ticker tape)
Authentication for Account Balance
The customer once identified through Account Number / ATM Card P

Number / CLI, will have to be authenticated through a Phone Banking /
FS RES 01 Telephonic Pin (TPIN) on the IVR. Once the first level authentication is
done at IVR, at the agent level secondary authentication to be carried out
as a secure access to critical information
FS RES 02
Initial registration request based on ATM card number, Phone Banking & P
Change of TPIN to be done at Contact Centre on IVR
Knowledge Skills
The BPO shall ensure that the agents have adequate levels of knowledge P
FS RES 03 on the organization's products, processes and services to deliver the
designed customer service
The BPO shall ensure regular training on the above is provided to the P
FS RES 04
agents
Required tools such as a Knowledge Management System (Approximately P
75 officials/users outside bidder's premises shall be accessing the KMS)
FS RES 05
shall be deployed & 2 different access points are defined in KMS, one for
Bank officials and one for Agents.
The Bank will create an off-site expert bench of 5-8 SBI officials (Project P
officer) to help agents in problem resolution. The BPO needs to take help
from the expert bench for queries which require expert domain knowledge.
FS RES 06
However, care should be taken that the BPO learns from the expert bench
over a period of time and only new queries which have not been answered
before are taken to the bench.
There shall be timely knowledge transfer of new products / policies of the P
FS RES 07
bank to all BPO personnel
FS RES 08 The agents will undergo regular knowledge assessment tests P
The BPO shall create a Knowledge base for training and reference P
FS RES 09
purposes
Performance Management
The Contact Centre’s performance will comprise of availability, efficiency P
and effectiveness measures with related Service Levels. Please refer to the
FS RES 10
tables in RFP document under Annexure-'E' 'SLA Catalogue' for
availability, efficiency and effectiveness measures for the Contact Centre
The BPO will use a performance management system like A, B, C P
FS RES 11
classification for agents and BSC/goal based system for management.

The relevant SLA's which map to A,B,C classification and their target levels P
FS RES 12
will be identified by BPO and approved by SBI.
FS RES 13 The agents will be classified into A, B, C classes based on the SLA targets P
FS RES 14
The A, B, C classification will be done weekly and relevant feedback, P
training processes designed.
FS RES 15 Higher focus will be given on C and B class agents to move to A P
The A, B, C classification of agents will be aggregated at team, site, P
process and centre level and scores will be shared with SBI, its
FS RES 16
subsidiaries/JVs, over the portal (Please refer section Governance in
Annexure C2 -Technical specifications for the portal)
The BPO shall consistently benchmark, measure and improve the P
FS RES 17 performance for every service offered based on the agreed terms and
SLA's
The BPO shall train its staff as per the training matrix mentioned in sub P
FS RES 18 section 'Training' under Talent Management, with an aim towards
increasing performance of the centre
FS RES 19
The bank shall audit Contact Centre performance on agreed periodic P
intervals and on adhoc basis.
Call Quality Management
The BPO shall have documented policies and procedures that monitor all P
FS RES 20 Service Levels and KPIs as prescribed by the bank. The policies shall
clearly detail the following procedures and tools used in quality monitoring:
- Procedure for Quality Monitoring, SOP prepared by bidder and review P
FS RES 21
by Bank
- Parameters monitored. The parameters will be clear and will be P
FS RES 22 updated regularly to reflect the change in types of calls, SOP prepared by
bidder and review by Bank
FS RES 23 - Roles and responsibilities P
- Calibration process. The calibration process will be done in the required P
FS RES 24 frequency so that all stakeholders have the same view and opinion while
evaluating the calls (once a week for Inbound and Outbound separately)
FS RES 25 - Quality MIS P
- Call quality monitoring data for sampling of calls should cover all agents P
and teams proportionately (minimum 2 random calls per agent per week
FS RES 26
and is audited by Bank's officials as well, and the scores are then reviewed,
for improvement in services)
- The sample and frequency of sampling of calls will be identified by the P
FS RES 27
BPO and approved by SBI
FS RES 28 The bank shall review these policies and procedures annually P
FS RES 29
The BPO shall propose methodologies and steps to improve all the KPIs P
indicated by the bank
Quality Control from SBI will be based on 70% random sampling check of P
FS RES 30 quality audited calls by BPO, 30% would be other than ATA, and total score
of these calls will be final score for Quality SLAs.
Workforce Management
The BPO shall forecast calls, arrive at suitable capacity, schedule agents,
FS RES 31 prepare rosters, monitor adherence and improve the efficiency and service P
levels of the centre using WFM
The BPO will consider historical calls trends, seasonal trends, intra year, P
FS RES 32 month, week and day pattern's, and information from the bank regarding
and exceptional events projected for arriving at the forecasts.
The BPO shall use a reputed Workforce Management tool for scheduling P
FS RES 33 and staffing. Please refer to section Work Force Management in Annexure
C2-Technical specifications

FS RES 34 The bank shall have remote access to the WFM application. P
FS RES 35
The BPO shall ensure that forecasting, scheduling and rostering is done by P
adequately skilled personnel
Employee Satisfaction
The BPO shall carry out regular Employee Satisfaction surveys and take P
FS RES 36
actions to improve survey results
FS RES 37 The results of the survey shall be shared with the bank P
Pro-active Contact & Self-Service
The bank intends to promote all channels especially self-service channels P
FS RES 38
to its customers.
The BPO will support the bank with cross channel analytics to aid decision P
FS RES 39
making
Analysis to be carried out on incoming interactions and appropriate P
outbound proactive interactions identified in lower cost channels to reduce
FS RES 40
the need to contact by the customer. These identified proactive interactions
will be submitted to the bank periodically for approval.
On Call Processes
SBI may from time to time arrive at certain proactive contact & self-service P
FS RES 41
measures and BPO to support those initiatives
FS RES 42
The bank will provide the BPO sample processes for few of the call P
categories and the treatment for each call type including the following: -
- Type of interaction (Inquiry / Transaction / Feedback / Complaint / P
FS RES 43
Information etc.)
FS RES 44 - Channel Assignment P
FS RES 45 - Treatment and priorities P
FS RES 46 - Service Levels P
FS RES 47 - Escalation P
FS RES 48 - Technology assistance screens P
FS RES 49 - Data capture P
FS RES 50 - Customer treatment P
FS RES 51 - Fulfilment P
The BPO will create a detailed process note for each of the call categories P
with relevant details as above and share it with the bank. The 'On call
FS RES 52
processes' will be updated continuously by the BPO. They may need
approval on these 'on call processes' from Bank.
SBI to provide broad guidelines based on SBI’s culture & approach P
FS RES 53
towards:
FS RES 54 –Call opening statements P
FS RES 55 –Customer Identification & verification P

FS RES 56 –Probing statements P
FS RES 57 –Information Gathering P
FS RES 58 –Call Hold Etiquettes P
FS RES 59 –Call transfer etiquettes P
FS RES 60 –Resolution process P
BPO to execute & follow all guidelines laid down by SBI on call P
FS RES 61
handling process
FS RES 62 Call Closure P

The BPO will design the call handling process to ensure every interaction is P
FS RES 63 logically closed with either a resolution or next steps defined to the
customer’s agreement
The BPO will put in adequate effort to abide by the SLA’ for first call P
FS RES 64
resolution and seek to continuously improve the score
Alternate channels could be used to ensure call closure where applicable P
FS RES 65
(e.g. SMS)
FS RES 66
Adequate tools such as CRM / CTI screen etc. will be used for call tagging P
and related workflow
The BPO will regularly measure Customer Satisfaction / Repeat call levels / P
FS RES 67
Escalations as per SLA ( Refer Annexure E ) and report
Escalation
The BPO shall design a suitable escalation process which involves a chain P
of commands to be used for in case of escalations. At every stage of
FS RES 68 escalation a minimum threshold time to be set beyond which the case
could escalate to the next in chain. The defined Escalation matrix will be
approved by the Bank.
FS RES 69 The escalation workflow will cover the following types of failures P
FS RES 70 – Customer interactions P
FS RES 71 – Service level breaches P
FS RES 72 – Technology & Telecom failures P
FS RES 73 – Implementation delays (process and technology) P
FS RES 74 – Security breaches P
FS RES 75 – Administrative issues P
FS RES 76
The BPO will equip itself with an Event tracking tool to monitor service P
levels and provide adequate escalations through channels agreed upon
FS RES 77 The BPO will involve the bank in the Escalation workflow where needed P
Call Back Management
The BPO will ensure that queue lengths and queue times are within agreed P
FS RES 78
service levels
To offer a better caller experience; the BPO will offer callers the option to P
FS RES 79
be called back if the queue time is longer than expected
FS RES 80
The call back feature would be available for skills and customer segments P
prescribed by the bank
Callers should be able to leave their telephone number and time to be P
FS RES 81
called back. The system can then call back and patch the call to an agent
The bank would like the BPO to offer the caller the option to maintain the P
FS RES 82 same position in the queue if he requests a call back. The system should
call him back when his queue position is zero.
Quality of Information – Availability, Reliability & Relevance
A) Relevant Customer Information:

The bank will provide the BPO with information regarding its customers.
The information will include:
- Personal details
FS IAV 01
- Demographic information
P
- Bank relationship details
- Relevant Financial transaction details
And, any other information as the Bank deems fit.
The BPO is expected to collect all relevant information regarding the P&F
interaction of the customer with the BPO. This will include interactions
FS IAV 02
through any channel (Self Service / Voice / E-mail / SMS / Chat / Social
Media)

FS IAV 03
All interaction history and voice recording information will be archived by P
the BPO for the period stipulated by the bank
FS IAV 04 The BPO will make all interaction information available to the bank P
B) Agent Information: P
The BPO will make all agent information including the following available to
the bank on request:-
- Personal information (name / age / qualifications / experience etc.)
FS IAV 05 - Skill set and expertise
- e-KYC
- Contact Centre performance report
- Internal assessment report
- Experience Certificate
The BPO will carry out a e-KYC for every agent before deploying him/her P
FS IAV 06
on SBI process
The Vendor shall not knowingly engage any person with a criminal record P
or conviction or with any such proceedings pending against him and shall
FS IAV 07
bar any such person from participating directly or indirectly in the provision
of Services under the Agreement.
The BPO will take all necessary steps to ensure the above. Following are P
FS IAV 08 the minimum background checks and verifications the BPO will carry out
for all its personnel deployed for the SBI process:-
FS IAV 09 Permanent and Temporary Address and Local Address Verification P
FS IAV 10 Phone number P
FS IAV 11 Background check (through a reliable agency) P
FS IAV 12 Criminal record (through a Police verification) P
FS IAV 13 NASSCOM’s National Skill Registry verification (if applicable) P
FS IAV 14 Reference check (ex-employer) P
FS IAV 15
All agent verification information will be made available to the bank within 3 P
months of agent joining
C) Product Information: P
FS IAV 16 The bank will provide information for all its products and services expected
to be serviced by the BPO
The bank will also provide regular updates on new products and changes in P
FS IAV 17
policies / services
D) Organization Policy Information: P
The BPO will share with the bank all information regarding the following
policies :
- Recruitment
- Training
- Quality Assurance
FS IAV 18
- Governance
- Security
- Agent empowerment
- Change management
- Technology management
- Rewards and Recognition
Information Security
FS IAV 19 The BPO is expected to have a relevant and adequate security policy P
The BPO will have a valid ISO security certification and other certifications P
FS IAV 20 (as per Annexure ‘B’ – Eligibility Criteria. The BPO will certify the SBI
centres and Process for the same within one year of Steady State.
The BPO will be subject to security audits by the bank or RBI or a third P
FS IAV 21
party authorized by bank, on regular intervals
FS IAV 22
The BPO is expected to have a strong legal framework to deal with data P
protection and intellectual property rights issues

The BPO will ensure the deployment of firewalls and data encryption P
FS IAV 23 features to ensure reliable and secure communication and network
security
The BPO will need to employ certified security professionals to take care P
FS IAV 24
of security issues and leverage their knowledge and expertise
Accessibility of Information
The BPO will access customer information through firewalls and P

FS IAV 25
standard ISO messaging system and WEB Interfaces on real-time basis.
The BPO will access product information through firewalls and P
FS IAV 26
standard ISO messaging system and WEB Interfaces on real-time basis.
The BPO will access bank transaction information through firewalls P
FS IAV 27 and standard ISO messaging system and WEB Interfaces on real-time
basis.
Acquisition
The BPO will capture all relevant caller information on the call (including
IVR and agent interaction information). If needed the BPO will make
FS IAV 28 dedicated outbound calls for information. The BPO will acquire customer P
satisfaction information on the IVR through a survey or through an SMS
survey. This process will be rolled in subject to SBI's approval
Business Continuity
The BPO will conduct regular risk assessment using known techniques like P
FS BCP 01
FMEA and use the findings to improve on the Business Continuity Plan
The reports and closures for the above would be retained for examination P
FS BCP 02
for SBI and its auditors.
The Business Continuity plan will cover all possible disasters in plan, but P
FS BCP 03 not limiting to Facility, component, Application, Data, Network, security and
people.
The BPO will have a Business Continuity Committee which will meet P
FS BCP 04 quarterly and plan. The outcome and updated Business Continuity plan will
be shared with SBI
The Recovery Time Objective will be clearly documented and as per the P
FS BCP 05
SLA's on restoration provided
The Recovery Point Objective will be same as the point before disruption or P
FS BCP 06
disaster struck and will be clearly documented and followed.
FS BCP 07 The Business continuity plan will cover the following:- P
– 100% n to n redundancy in active-active mode for all critical P
technology infrastructure including all network and call carriage
FS BCP 08 infrastructure and n+2 for non-critical. The redundancy design should
achieve the SLA's targets set for availability, restoration and disaster
recovery
– Adequate overall capacity redundancy for all system components P
over all the multiple sites put together to satisfy DR criteria and SLA targets
FS BCP 09 for availability and restoration. The capacity reserves as per capacity
threshold set in capacity SLA can be utilized for capacity redundancy
calculation
FS BCP 10 – 100% backup for all voice files and data P
Disaster would be termed as that condition where service in any location P
FS BCP 11 comes to a complete stand still and is not able to render Services from the
current facilities of the location for a period exceeding four (4) Hrs.
In case of a disaster following percentage of calls to the location under P
disaster should be able to be diverted to and handled in other locations
FS BCP 12
instantly as per RFP, and all regulatory and Govt / DoT guidelines to be
followed, as explained in BCP 13 to 15

FS BCP 13
- If there are only 2 locations, no less than 66% of overall calls P
(forecast) across locations should be handled
FS BCP 14
- If there are 3 locations, no less than 80% of overall calls (forecast) P
across locations should be handled
- and if there are 100% locations , no less than 95% of calls P
FS BCP 15
(forecast) across all locations should be handled
- Within 48 hours of disaster in a site, the Vendor should be able to P
FS BCP 16
reach the critical SLA targets set as per RFP.
The bank would not pay for any additional expenses over and above the P
FS BCP 17 provisions in the contract for any expenses that the BPO may incur during
the disaster period.
FS BCP 18
The BPO shall carry out regular maintenance of technology and telecom P
infrastructure to avoid a disaster situation
FS BCP 19 The BPO shall carry out a Root Cause Analysis for every outage / disaster P
RBI stipulates a quarterly DR drill to be conducted by the bank. The BPO P
FS BCP 20 should be in preparedness always and issues if any should be resolved
immediately
The bank will provide primary and alternate data links between the BPO P
and the banks primary DC in Mumbai and DR site of SBI, in Hyderabad.
FS BCP 21
BPO should provide the same interface/ mode as of the Bank at their end
to avoid any synchronization connectivity problems
SBI toll free nos. 1800112211 & 18004253800 Toll No. 080-26599990 and P
Tata POC and those of Subsidiaries / JVs and Pension, ITRO, ETC, GST,
etc. will continue with the same nos, since these have already been
FS BCP 22
publicized as Bank's help line nos. Therefore, the PRIs (except TATA POC)
obtained by the BPO must be capable of accepting calls from respective
toll free numbers
Recruitment
FS TMA 01
The BPO will plan its recruitment process to ensure that the adequately P
trained staff as required is available to maintain the service levels
FS TMA 02
The recruitment process will be designed as per the best practices followed P
by the industry
FS TMA 03 The typical profile for an agent has to be as follows P
- Must have: At least 12th standard pass with basic computer P
awareness and typing skills in computer and or Graduate in the
FS TMA 04
ratio of 40:60 with a mix of fresh / experienced in the ratio of
60:40.
- Must have: Extremely Good communication skills in English and
an Indian language. 2. The communication skill of Agents should
be “Extremely Good in English and an Indian Language”. Use of
FS TMA 05
Versant tool for assessing the quality of Agents under speech, and
P&F
writing skills, in English to start with and later on, when available,
for other languages. respective language.
- Good to have: Experience of 6 months in a Contact Centre, for P
FS TMA 06 customer service or in direct selling/ telemarketing in the service
industry
FS TMA 07 - Good to have: Willing to work night shifts P
FS TMA 08 The typical profile of the Contact Centre team leaders should be as follows: P
FS TMA 09 - Must Have: A graduation degree P
- Must Have: 2-6 years of experience in a Contact Centre, or in P
FS TMA 10
direct selling/ telemarketing in the service industry
FS TMA 11 - Must have: Experience in coaching and developing people P
- Must have: Ability to coach and manage in a combined sales and P
FS TMA 12
servicing call Centre environment

- Good to have: Excellent problem-solving and decision-making P

FS TMA 13
skills
- Good to have: Knowledge of an Indian regional language other P
FS TMA 14
than English
FS TMA 15 The BPO will share its recruitment policy with the bank P
The BPO will ensure attrition levels are maintained within the acceptable P
FS TMA 16 limits, (industry bench mark) and will share with the bank initiatives taken to
maintain the same
The agents required for premium services are expected to have the P
FS TMA 17
following attributes:
FS TMA 18 Must have: Minimum qualification - graduation P
FS TMA 19
Must have: Language proficiency - English and the required Indian P
language if applicable
FS TMA 20 Must have: Minimum experience - 1 year in international BPO P
Language Skill : Neutral English for SBI foreign offices and ITFN P
FS TMA 21
process.
Training
Good to have: 2-6 years of experience in a Contact Centre, or in direct P
FS TMA 21
selling/ telemarketing in the service industry
As per training matrix, SBI & BPO will jointly create the course content and P
the BPO will develop training material with the help of SBI and will impart
initial training on:
FS TMA 22
1. Domain
2. Products
3. Procedure & Policy
In addition BPO will create course content as well as impart training on the P
FS TMA 23
following
FS TMA 24 –Communication skills P
FS TMA 25 –Telephone, email etiquettes, & Social Media P&F
FS TMA 26 –Objection handling – Crisis management P
FS TMA 27 –Customer Relations P
FS TMA 28 –Up sell / Cross Sell P
FS TMA 29 –Technical skills P
FS TMA 30 –Behavioural and leadership P
BPO will appoint dedicated training team. The bank will initially train the P
trainers on all products & procedures followed with a certification test to this
FS TMA 31
team. As per training matrix, the trainers and other key personnel are
mandated to attend and clear a certification by the bank
SBI certified trainers of BPO will carry out initial ‘Induction Training’ to all P
FS TMA 32
agents on following:
- Overview on SBI organization P
- Business Overview
FS TMA 33
- Policy
- Service Channels
FS TMA 34 –Knowledge on all products & processes of SBI P
FS TMA 35 –BPO HR policies P
FS TMA 36 –Overview of Contact Centre Services P
FS TMA 37 –Overview of applications and Contact Centre technology P
The BPO will carry out Training Need Analysis to identify the training need P
FS TMA 38
with the workgroup
As per training matrix, the BPO will carry out ongoing refresher training P
FS TMA 39
based on performance inputs from Quality & Audit teams

The BPO will undertake training sessions for performance enhancement as P

FS TMA 40
follows:
FS TMA 41 - Conduct Pre Shift huddle – 5-10 minutes daily P
- Conduct ‘On Job Training’ programs (login time 10 days, with P
FS TMA 42
normal 8 hours) – On going
FS TMA 43 - e-learning application for self-training & learning P
- Initiate ‘Do You Know’ concept of knowledge sharing (1 process P
FS TMA 44
daily) to all agents
FS TMA 45 - Conduct Monthly Quiz Contest on products & processes P
- Prepare Training Calendar for specialized training, use of P
FS TMA 46
technology-driven training tools, - Gamification, etc.
BPO will adhere to the training schedule as per the Training Matrix given P
FS TMA 47
below:
The BPO will ensure a training environment where agent have access to all P
FS TMA 48 functionalities and can execute all types of dummy transactions, without
any of these transactions actually being fulfilled.
The BPO will ensure System support for a training instructor or supervisor P
FS TMA 49 to be able to coach an agent from another workstation location, by listening
into a call conversation and by following the screen events as they occur.
Team Management
The BPO shall design, organize & manage teams to achieve the bank’s, P
FS TMA 50
Contact Centres’ and individual goals
FS TMA 51 Teams will be designed and managed based on industry best practices P
FS TMA 52 The BPO shall share its appraisal structure with the bank P
FS TMA 53 The BPO to publish its Code of Conduct policy. P
FS TMA 54 The BPO will ensure employee adherence to the Code of Conduct policy P
FS TMA 55
Any deviation of agent behaviour from the BPO's code of conduct to be P
reported to the bank
Ergonomics
The BPO will ensure the equipment and the workplace is designed in line P
with Ergonomic best practices for call centres.
FS FAC 01
(Relevant work - working postures, material handling, repetitive movement,
work place layout, cleanliness, safety and health.)
The space specification for the facility will be a minimum of 70 sq feet per P
FS FAC 02
seat (including the space for all other facilities & set-up).
The common facilities that would be provided in the Contact Centre will P
include. Manager/Process Owner’s Cabins. 2. Operations Manager’s
FS FAC 03 Cubicles. 3. Training Room. 4. Pantry/Cafeteria. 5. Toilet Blocks. 6. Locker
area. 7. Reception/Security Stations. 8. Utilities Room (AC & Electrical),
lifts, wherever applicable.
The BPO will ensure that each of expert bench (Project Officers) will have
FS FAC 04 an adequate and dedicate space for comfortable working. A minimum P
workspace of 32 sq feet per officer is required.
Change Management
FS CMA 01
The status of the change request will be reflected in the portal identified in P
the governance section
The BPO will carry out an impact analysis before every major change and P
FS CMA 02
advise SBI on the repercussions
FS CMA 03
All changes done on the systems and assets will be captured in an P
configuration management database
FS CMA 04 BPO will take prior approval from SBI for any changes initiated by BPO P
All documents will contain a version history and all versions of the P
FS CMA 05 document will be stored through the tenure of the contract and will be
readily traceable

FS CMA 06 Change Management can be divided into two categories:- P

–Minor changes (<=5 man-days effort) P
FS CMA 07 E.g. Adding skills, moving menu options on the IVR, modifications in
IVR voice recordings, creation of new reports etc.
–Major changes (> 5 man-days effort) P
FS CMA 08 E.g. creating a new IVR tree, creating customized reports, adding a
new service or technology component etc.
FS CMA 09
All Major changes will be estimated and paid for based on the man-day P
rate. Please refer pricing format in RFP
All minor changes will be accounted for in the price that the BPO will quote P
FS CMA 10
for the service in the Indicative Price Bid
Any change management requirement or estimate will not impact or P
FS CMA 11
change the price quoted for main services during the entire tenure.
MIS
FS MIS 01 The BPO will ensure clarity, detail, accuracy and timeliness of the MIS P
FS MIS 02 The BPO will give the bank MIS not limited to the following:- P
FS MIS 03 - Call Centre performance as defined by the key SLAs and KPIs P
FS MIS 04 - Interaction information P
FS MIS 05 - Agent performance P
FS MIS 06 - Technology performance - Telecom infrastructure P
FS MIS 07 - Technology performance - Call Centre technology P
FS MIS 08 - Call analytics P
FS MIS 09 - Cross channel analytics P
FS MIS 10 - Customer satisfaction P
The BPO's MIS will include but will not be limited to the following P
FS MIS 11
reports:
FS MIS 12 - Agent performance reports P
FS MIS 13 - Skill performance reports P
FS MIS 14 - Unit performance reports P
FS MIS 15 - Telecom performance reports P
FS MIS 16 - Analytics reports P
FS MIS 17 - Dialer Reports P
FS MIS 18 - Non-Voice Channels (including Social Media) performance reports P&F
FS MIS 19 - Reports on all SLAs and KPIs agreed P
The MIS provided will be discussed in the monthly management committee P
FS MIS 20 and steering committee and all necessary modifications/changes identified
will be carried out by the BPO
Analytics
FS ANA 01 Business Intelligence Analytics P

The BPO will conduct periodic studies on interaction information to give the P
bank insights into the following:
- Customer needs
FS ANA 02 - Channel usage patterns
- Customer satisfaction
- Operational costs
- Agent Performance and effectiveness
-- ----------
-- ----------
-- ----------

FS ANA 03 Cross Channel Analytics P

The BPO will conduct periodic studies on interaction information to give the P
bank insights/recommendations into specific information on needs, usage
and behaviour of customers in a particular channel which can be used for
FS ANA 04
decisions in another channel. This will also include specific information of
customers using multiple channels and their needs, behaviour and usage
pattern across the channels
The bank seeks the following benefits out of analytics from BPO P
- better understanding of customer needs
FS ANA 05 - Enhanced performance
- Lower operating costs
- More accurate forecasting
SLA
FS SLA 01
The BPO will comply to the definition of Subsystem as mentioned in RFP in P
section 6.6.1 of Annexure 'E'
The BPO will comply to all SLA's on sub-System Availability as mentioned P
FS SLA 02
in RFP in section 6.6.2 of Annexure 'E'
The BPO will comply to all SLA's on sub-System Restoration as mentioned P
FS SLA 03
in RFP in section 6.6.3 of Annexure 'E'
The BPO will comply to the severity matrix as mentioned in RFP in section P
FS SLA 04
6.6.4 of Annexure 'E'
The BPO will comply to all SLA's on Efficiency KPIs as mentioned in RFP P
FS SLA 05
in section 6.6.5 of Annexure 'E'
FS SLA 06
The BPO will comply to all SLA's on Effectiveness KPIs as mentioned in P
RFP in section 6.6.6 of Annexure 'E'
The BPO will comply to all penalties on Availability SLA's as mentioned in P
FS SLA 07
FS SLA 08
The BPO will comply to all penalties on KPI SLA's as mentioned in RFP in P
Annexure 'I'
FS SLA 09
The BPO will comply to all bonus & penalty on KPI SLA's as mentioned in P
The BPO will comply to the SLAs impacting services matrix / mapping as P
FS SLA 10
mentioned in RFP in section 6.7.4 of Annexure 'E'
FS SLA 11
The BPO will comply to all 'Special Instructions' in section 6.7.5 of P
Annexure 'E'
FS SLA 12
The BPO will comply to the material breach clause as mentioned in RFP in P
section 6.7.6 of Annexure 'E'
The BPO will comply to all CTQ SLAs as mentioned in RFP under 'Material P
FS SLA 13
Breach' in section 6.7.6 of Annexure 'E'
FS SLA 14
The BPO will monitor and report compliance and performance against the P
SLA's mentioned in the RFP in Annexure 'E'
The BPO will put in place a mechanism for finding out variances against P
FS SLA 15 the SLA's (in RFP in Annexure 'E') target, identify the root cause and take
suitable corrective and preventive actions accordingly
FS SLA 16
The BPO will utilize modern scientific tools and necessary statistical tools P
for continuous improvement on SLA's (in RFP in Annexure 'O')
FS SLA 17
The BPO will report on all initiatives taken to improve the SLA's (in RFP in P
Annexure 'E') and the status on them
The BPO will conduct regular exercise to educate all employees involved in P
SBI processes on the structure, target values, performance and penalty
FS SLA 18
impacts of the SLA's (in RFP in Annexure 'E')
The BPO will display the target and actual values against SLA's (in RFP in P
FS SLA 19
Annexure 'E') at relevant places in the work area

BLANK
Governance
An executive steering committee will be set up constituted by SBI and BPO P
FS GOV 01 senior management as a final decision point for all matters relating to the
project
FS GOV 02 The committee will meet quarterly for strategic review P
The broad agenda points of the committee will be to review the overall P
FS GOV 03 performance of the program, identify gaps, propagate learning's ,set
directions and course correction
A management committee will be set up which will include technical and P
FS GOV 04
operations leaders from the BPO and relevant managers from SBI
FS GOV 05 The management committee will meet Monthly for operational reviews P
The key focus areas of the committee will be to review, identify gaps and P
FS GOV 06 take corrective and preventive measures necessary for Quality, staffing,
and analysis of metrics, trends and causal analysis
An operational council will be set up constituted by relevant officers from P
FS GOV 07
SBI and the technology and Operations team of the BPO
FS GOV 08 The operational council will meet weekly for process reviews P
The key focus area for the operational council will be to review, gap P
FS GOV 09 identification and to take corrective and preventive matters towards day to
day running of the various service processes that have been outsourced.
The BPO will work on an escalation matrix which will identify the chain of P
FS GOV 10 multi-level escalation and time thresholds for all types of issues (
Contractual, Technical, Operational)
All escalation points will be mapped to identified officers of SBI and P
FS GOV 11
updates sent out on cases crossing those points
FS GOV 12 BPO will have to ensure that support after going live should be handled P
through ITIL based “True Managed Services” model.
BPO will have to ensure a “Network Operating Centre” (NOC), utilized to P
FS GOV 13 support the entire SBI Contact Centre which includes Infrastructure,
Process, MACD (Move Add Change and Deletion)
FS GOV 14 BPO set up a multi-tier help desk for the operations (process and technical) P
FS GOV 15 The bank should have access to this multitier help desk P
FS GOV 16
A 24x7 helpdesk will be set up at the BPO which can be accessed on P
phone, e-mail, chat, Social Media and SMS
FS GOV 17 The cases will be logged in a trouble ticketing system hosted by the BPO P
Key functions that are expected to be executed based on an ITIL P
framework for service delivery are - Incident management, problem
FS GOV 18 management, Change management, Release management, Configuration
management and proactive monitoring of operations and technical
infrastructure
All problems which are repeated more than two times in a year will be P
analyzed , a root cause analysis done, problems identified and corrective
FS GOV 19
actions taken and status reported in Steering/management committee's
and operations council
FS GOV 20
The BPO will create a web based one stop shop / window portal for all P
operations where all information pertaining to operations can be reviewed
The above portal will display real time information on the fields specified P
below:
1. Skill name, # agents logged-in, # of agents Ready, SLA%, Calls in
queue, Longest call waiting in queue, maximum calls queued, calls offered,
FS GOV 21 calls answered, calls abandoned, Average talk time, Average hold time,
Average wrap-up time.
2. All the information displayed should be queue wise
3. The information displayed will be on the LCD TV. (Auto-generated
Dashboards, to display the reports.

FS GOV 22
The above portal will be access controlled and users will be authenticated P
based on credentials
The above portal shall comply to all MIS information as detailed in TS RMO P
FS GOV 23 27 to TS RMO 63, under Reporting Tab of Technical Specification
compliance.
The above portal will have typically all documentation pertaining to P
engagement, all MIS information with archives, status updates of all
projects including change requests Minutes of meetings of all steering,
FS GOV 24
management committees meetings and operational council meetings, and
all other relevant information that the Steering and management committee
decide to be fit to be published during the tenure of the project
FS GOV 25 The above portal will also be updated with relevant real-time information P
SBI may appoint relevant third parties to do statutory, operational, financial, P
technical and strategic audits from time to time and BPO will provide all
FS GOV 26
cooperation, necessary access and will provide them with all necessary
information as demanded by them
SBI may appoint relevant officers to do statutory, operational, financial, P
technical and strategic supervision of the engagement and BPO will
FS GOV 27
provide all cooperation, necessary access and will provide them with all
necessary information as demanded by them
The Contact Centre will need to use industry standard hardware P
components. Any Company-proprietary equipment will need to be mutually
FS GOV 28
agreed upon, by the Bank and the Company, subject to proof of
maintenance ability being provided by the Company
Certification
FS GOV 29
The BPO shall have valid license to carry and handle international calls of P
SBI customers
Training Matrix
Type Owner Frequency Coverage Place
Trainers SBI
SBI Business &
SBI Yearly Training
Goals
Centre
Specialization (New Trainers Contact
products, New SBI Half Yearly Centre
processes) Training
Specialization All Agents Contact
(Refresher, New Centre
BPO Trainer Half Yearly
products, New Training
processes)
B&C Contact
Specifics – from
BPO Service Quality Monthly category Centre
Quality
Agents Training
All Agents Contact
Specifics from Team
BPO Team Leaders Fortnightly Centre
Leaders
Training
B&C Floor
Specifics from BPO Operations
Weekly category
Operations Manager
Agents
BPO Operations / All Agents Floor
Pre- shift brief Daily/Shift
Quality
BPO Operations / AS required Floor
On Floor Coaching Instant
Quality


Annexure-C2
Technical Specifications
All these mandatory fields should be brought out specifically in Solution Document
INDEX
1 Mandatory
2 Automatic Call Distribution (ACD)
3 Interactive Voice Response (IVR)
4 Appendix A-IVR Features
5 Computer Telephony Integration (CTI)
6 Multimedia
7 Reporting
8 Logger
9 Fault Tolerance
10 Advanced Services
11 Speech Capabilities
12 Authentication
13 Architecture
14 Integration
15 Dialer
16 Management Information System (MIS)
17 Application Development
18 Desktop Application
19 Work Force Management (WFM)
Mandatory Technical Specifications

Compliance
(Choose Yes
Sr. No. Requirement Description
or No from
the List)
The PBX system should be an enterprise IP telephony call-processing
MAND 01 solution that is scalable, distributable, and highly available.
MAND 02 IVR platform should be Voice XML 2.0 compliant voice browser.
All URL links used within the IVR and in interfacing or integrating to
MAND 03 backend systems should be secured and encrypted in the IVR system
and all in all other applications
The proposed CTI System should be fully redundant. The backup CTI
MAND 04 System should be able to take full load.
All email subsystems should support and use only secured ports for
MAND 05 communication between BPO's and SBI data centre
Every aspect of each customer interaction must be logged and time
stamped for each event/activity from arrival to completion. E.g.. Right
MAND 06 from the time the call lands on the PRI to IVR to queue, to agents, to
wrap-up etc should be available. Provide a sample of this report in a
separate annexure.

Voice logger system recording methods should support the following

- Station side
MAND 07 - Trunk side
- VoIP
- Selective
The voice logging system should be able to record all interactions by
customer, even if the call is transferred to other agents. The voice
MAND 08 logging system should be able to tag a unique call id through which all
voice recording for the same call can be tracked.
The proposed architecture should be compliant to all statutory laws of
the geography it is operating in and operating for, including all necessary
MAND 09 licenses to operate BPO for SBI both domestic and international inbound
and outbound process
The system should be able to integrate and connect to different
MAND 10 technology & tools within the Contact Centre and with SBI, Subsidiaries /
JVs
The following key parameters should be made available accurately and
should be traceable:
a) Connect minutes of those calls in IVR excluding short calls (less than
10 seconds) and that are completed in IVR.
b) Connect minutes in Basic Contact Centre excluding short calls (less
than 10 seconds) including agent talk time, and wrap up time and hold
time for each call.
c) Connect minutes of those in outbound agent process excluding short
calls (less than 10 seconds) including agent talk time, and wrap up time
MAND 11 and hold time for each call.
d) Connect minutes of those calls in outbound IVR excluding short calls
(less than 10 seconds) and that are completed in IVR.
e) All other connect minutes not included in the above four points, will
be reported separately with segment wise information. ( e.g. .Connect
minutes due to short calls in IVR, Connect minutes due to wait time in
ACD etc)
Refer to section 3.5.1.3 in main RFP document, for precise definition on
Productive connect minutes.
The BPO will have to provide a web based portal for providing real-time
MAND 12 and historical reports that can be accessed by SBI
IVR should be able to access information via XML, SOAP, ISO 8583
MAND 13 protocols, HTTPS, Web-services, terminal emulation methods.
All components proposed in the solution should be tenanted for each of
MAND 14 SBI’s entities (SBI Subsidiaries, Affiliates/ JVs) who will use the services
Requirement
Sr. No. Requirement Description Type - ‘P’ or
‘F’
PBX / ACD
TS PBXACD 01 System should support SIP Trunk P
System should support standard protocols such as SIP to P
TS PBXACD 02 communicate with Voice Gateways. Provide a list of all protocols
supported in a separate annexure
System should support encrypted web based application for the P
TS PBXACD 03
administrator to configure and manage the PABX.
The system should have multi-level administration which permits P
granting only the required privileges for a selected group of users
TS PBXACD 04 and limits the configuration functions that users in a particular user
group can perform. Provide details of how this is achieved in your
system as a separate annexure.
System should provide Call Detail Record which can be accessed P
TS PBXACD 05 through industry standard protocols, i.e. FTP, SFTP and SOAP
AXL, XML etc.

The PABX system should support for standard CTI / API, such as P
TS PBXACD 06
TAPI and JTAPI, to interface with external applications.
The system should support codecs G.711, G.722. Specify any P
TS PBXACD 07
additional codec’s supported.
TS PBXACD 08 ACD solution should be fully redundant and support self-recovery P
Minimum of 1000 ACD skill groups should be supported by the P
TS PBXACD 09 system with expansion capability and with minimum or no impact to
HW and SW
System should be able to assign an agent with multiple skills P
TS PBXACD 10
simultaneously.
The ACD should support the following routing strategy P
TS PBXACD 11
Route call to agent based on called number (DNIS)
TS PBXACD 12 Route call to agent based on calling number (CLI/ANI) P
Route call to agent based on IVR options or Customer Entered P
TS PBXACD 13
Digit (CED)
TS PBXACD 14 Route call to agent based on Priority P
TS PBXACD 15 Route call to agent based on caller’s time in call centre P
TS PBXACD 16 Route call to agent based on E1 line the call came in P
TS PBXACD 17
Routing should support business rules and parameters provided by P
third party application
TS PBXACD 18 Route call to agent based on combination of above P
ACD routing should support other routing strategies as well, P
TS PBXACD 19 provide the list of all routing strategy supported in a separate
annexure
The ACD should be able to select target agent for call routing P
TS PBXACD 20 based on the following:
Select agent who has been available for longest time.
As far as possible, select same agent who serviced this same P
TS PBXACD 21
customer
TS PBXACD 22 Select agent with the shortest expected delay. P
TS PBXACD 23 As far as possible, select agent with shortest average hold times P
TS PBXACD 24 Assign specific agents to specific customers P
TS PBXACD 25 Select agents based on their performance P
TS PBXACD 26 The IP Phones should support Power over Ethernet (PoE) for India P
All IP phones should be equipped with an integrated switch port to P
TS PBXACD 27
allow sharing of single LAN port with PC/Notebook
All phone systems should have backup power to cater for power P
TS PBXACD 28
failure.
TS PBXACD 29 The system should have lightning arrestor for all solutions. P
TS PBXACD 30 The proposed communications solution should be Ipv6 ready. P
The proposed system must be equipped with built-in firewall P
TS PBXACD 31
capability
TS PBXACD 32 System should support SIP / VoIP based dialing P
System should support virtual call centre environment. Describe P
TS PBXACD 33
how this is supported in Annexure M of main RFP document
System should support remote agents and sites with all features P
TS PBXACD 34
and functionalities at all times
Supervisors and call centre managers at the main location should P
be able to monitor the performance of remote agents. Describe
TS PBXACD 35
how this is achieved in the proposed solution in Annexure M of
main RFP document
Each remote site shall have its own local PSTN trunks such that
TS PBXACD 36 incoming and outgoing calls can utilize the local trunks instead of P
utilizing resources at the main location. (If required)

The system should support a virtual call centre configuration that P

can manage multiple call centres for ACD call routing, supervisory
TS PBXACD 37 and reporting functions, telephony features, and any additional call
centre applications such as call recording, multi-channel interaction
and CTI.
System should support load balancing across multiple sites to P
TS PBXACD 38
increase agent productivity.
System should support announcements on the ACD. Provide the P
TS PBXACD 39
maximum announcements supported in the system.
System should be able to upload the hold music as WAV files, into P
TS PBXACD 40
the PBX.
For calls that are queued in the call centre, the system should P
TS PBXACD 41 support announcements and music on hold to be played at the
Contact Centre location.
System should support IP / SIP phones, hard phones and analog P
TS PBXACD 42
handsets, Soft phones.
System should support work at home concept. Provide details on P
TS PBXACD 43
how this is achieved.
System should support measurement of remote agents, service P
TS PBXACD 44
observed, recorded the same as local agents.
Supervisors and SBI should be able to monitor and observe agents P
by agent ID. They should be able to listen and talk on an agent
TS PBXACD 45 conversation. They should be able to barge in during the call. They
should be able to monitor the entire customer experience including
announcements, music, etc
System should be capable of overflowing calls to alternate P
TS PBXACD 46
destinations to meet service level objectives.
System should be able to pass information such as expected wait P
TS PBXACD 47 time, queue position, ANI, customer prompted digits, etc., to an
IVR for announcements, database lookups, etc.
System should be able to route calls based on inputs provided by P
TS PBXACD 48
IVR, external database, CTI etc..
TS PBXACD 49
System should be capable of playing multiple dynamic P
announcements and music treatment while in queue
System should be able to play different announcements, music P
TS PBXACD 50
treatment for each queue
System should automatically monitor expected wait times in the P
TS PBXACD 51 queue and automatically activate and move agents around
dynamically based on service level goals.
System should be able to queue multiple channels to call centre P&F
TS PBXACD 52 agents. This includes voice calls, email, chat, SMS, Social Media
as well as a blended outbound calling application.
System should be able to route calls across multi channels to the P
TS PBXACD 53 best agent available across the multiple networked Contact Centre
(Enterprise Routing)
Explain how the system route phone calls, emails, and web P
TS PBXACD 54
sessions with the same workflow mechanisms
TS PBXACD 55 System should support skill based routing P
System should route calls based on network data such as ANI and P
TS PBXACD 56
DNIS
TS PBXACD 57 System should route calls based on database lookups P
System should route calls based on current conditions in the call P
TS PBXACD 58 centre, route each call to different destinations based upon an
accurate prediction of the expected wait time in queue for each call
System should route calls to the queue and optionally to the P
TS PBXACD 59
location that can provide the best service time for the caller
System should route calls based on day, time, day of week and P
TS PBXACD 60
agent availability
System should be able to route calls based on % of call volumes to P
TS PBXACD 61
different call centres

TS PBXACD 62
System should be able to redirect unanswered calls. E.g. Agent left P
the seat without logout.
The proposed system should have the feature to identify the call P
disconnect (within vendor’s environment), source of the call. E.g.
TS PBXACD 63 Agent disconnected, Customer disconnected, component level etc.
This should clearly indicate where the disconnect happened (right
down to the component level)
System should be able to re-routing web chat/collaboration, or P
TS PBXACD 64 email, if the Agent does not answer it. System should be able to do
this dynamically
System should be able to provide complete CDR for all calls and P
multi channels like email, chat, etc.. Provide the details that will be
TS PBXACD 65
provided as part of standard CDR by the system in a separate
annexure.
TS PBXACD 66
System should support exporting of CDR data in multiple file P
formats which includes MS Word, MS Excel and Text format
System should support transfer of CDR automatically to any P
TS PBXACD 67
provided location using FTP
System should have the option to automatically make the agents P
TS PBXACD 68
available immediately after each call
Solution should support data provision to display information P
(supervisor dashboard) on the wall board and LCD TV. The fields
that will be displayed should be: Skill name, # agents logged-in, #
TS PBXACD 69 of agents Ready, SLA%, Calls in queue, Longest call waiting in
queue, maximum calls queued, calls offered, calls answered, calls
abandoned, Average talk time, Average hold time, Average wrap-
up time. This details is required queue wise
The telecom system should be able to restrict calling privileges of P
TS PBXACD 70 all Contact Centre Personnel by user, called number and
authorization code.
TS PBXACD 71 Proposed solution should allow for customers to leave voice mail P
Call Privilege for agents, supervisors, managers should be based P
TS PBXACD 72
only on their roles, and process
TS PBXACD 73 ACD system should be able to offer skill-based routing P
IVR
TS IVR 01
There should not be any limits in terms of number of prompts that P
can be played to the caller during a call
TS IVR 02 IVR should support voice file upload and download in .WAV format P
The IVR should be able to interface with PSTN network using: P
TS IVR 03 - E1 / T1 ISDN PRI
- SIP
IVR application development framework should be standard based P
TS IVR 04
eg. Eclipse
TS IVR 05
IVR application development environment should support P
simulation and debugging.
TS IVR 06 IVR system should support built-in SIP Call Control capability P
IVR System should have centralized Web-based management P
TS IVR 07 interface for administrator to perform the following activities:
- Managing Devices
TS IVR 08 - Configuring Devices P
TS IVR 09 - Monitor real-time status of port usages P
TS IVR 10 - Manage licenses P
TS IVR 11 - Upload new IVR scripts P
TS IVR 12 - Upload new media prompt files P
TS IVR 13 - Support full DTMF P
TS IVR 14 - Must be able to change announcements of IVR System P

IVR system should support SOAP, VXML/WSDL Interface for P

TS IVR 15 integration to advanced Web Services for enterprise applications
integrations
IVR system must be open architecture to allow open access to IP P
TS IVR 16
media server for music on hold, announcements etc.
PSTN / VXML Gateway or Media Gateway should be able to cache P
IVR prompts and announcements. Bidder may use VXML and
TS IVR 17
PSTN in a single box, but redundancy to be taken care. Caching is
good to have.
IVR system should have GUI based visual application designer to P
TS IVR 18
configure call flows on the IVR
IVR system should support standard databases like Oracle, MS P
TS IVR 19 SQL, Informix, DB2, Sybase integration. List all the database
supported in the system
IVR System should support for Java2 Enterprise Edition (J2EE) for P
TS IVR 20 Java Message Service (JMS), Enterprise Java Bean (EJB), and
Java Native Interface (JNI) data integration
TS IVR 21 The operating system of the IVR should be Windows, Unix or Linux P
IVR system should support all Indian regional languages, however P
the following languages should be supported on day one.
TS IVR 22
(Assamese, Bengali, English, Guajarati, Hindi, Kannada,
Malayalam, Marathi, Oriya, Punjabi, Tamil, Telugu)
Number of simultaneous active database connections should not P
TS IVR 23
limit IVR performance.
IVR system should support standard SQL language commands P
TS IVR 24
such as Query, Select, Insert, Update, Delete, etc.
IVR system should support multiple active database connections P
TS IVR 25
with multiple databases during a single call.
TS IVR 26 All IVR database queries should be accessed via TCP/IP sessions P
IVR should integrate with Vendor’s / Bank’s CRM & ERP P
applications like Oracle, Salesforce, Siebel, etc.. Provide the list of
TS IVR 27
standard connectors and integrations supported from the IVR
platform
The IVR application should log all call and interaction events in a P
TS IVR 28
flat file or database
Unique Call ID – A unique call ID has to be available for each call, P
TS IVR 29 Multiple agent interactions for the interactions should have the
same UCID logged
TS IVR 30 - All the logs of IVR application should be encrypted P
TS IVR 31 - CLI of the caller has to be logged P
TS IVR 32 - Language choice of the caller has to be logged P
- Time stamp for each call that lands on the IVR should be P
TS IVR 33
available
- All nodes in sequence (paths) traversed on the IVR should be P
TS IVR 34
logged
- Time spent by customer at each node of the IVR application P
TS IVR 35
should be logged
TS IVR 36 - DTMF input at each node of the IVR application has to be logged P
TS IVR 37 - Call finish time at the IVR has to be logged P
TS IVR 38
- Provision for customer segmentation detail based on business P
logic provided by the bank has to be logged
- Exit disposition of the customer from the IVR application has to P
TS IVR 39
be logged
- Last Node from where the call transfer happened on the IVR has P
TS IVR 40
to be logged
- Time of transfer initiation from the IVR application has to be P
TS IVR 41
logged for each call
TS IVR 42 - DNIS of each call should be logged P

TS IVR 43 - Authentication success or failure has to be logged P

- Number of attempts at each node of the IVR applications by the P
TS IVR 44
caller has to be logged
TS IVR 45 - IVR integration to CTI to pass call and interaction data to CTI P
TS IVR 46
- Integration of IVR application with multiple backend systems of P
the Bank through web services has to be logged
TS IVR 47 System should support 100% redundancy on active-active mode P
TS IVR 48 System should allow for generation of custom reports. P
System should support HTTPS and encryption right through the P
TS IVR 49
entire solution
TS IVR 50
System should provide automatic system recovery and backup P
tools on the IVR platform
TS IVR 51 System should support all Indian Languages P
TS IVR 52
System should allow flexibility to develop language support if it is P
not standard in the platform. Explain how this will be achieved
TS IVR 53 Should support CCXML standards / VXML also acceptable. P
TS IVR 54 Should support text to speech P
TS IVR 55 Should provide complete phrase recording for the IVR application P
Proposed solution should provide the option of agent conferencing P
TS IVR 56
with the IVR and customer
The system should provide the capability for Customers to have P
TS IVR 57 the option of leaving a voice message, and exiting the queue while
waiting
Call Back Manager
TS CBM 01
Customer Segmentation based on DNIS, Skills P
– Execute different types of Inbound IVR scripts
- Expected Wait Time announcement and the position in queue to P
TS CBM 02
callers
TS CBM 03 - Business hours check on each day of the week P
TS CBM 04 - Define non-working times on each day of the week P
TS CBM 05 - Holiday Calendar P
TS CBM 06 - Time Zone Management P
Administration module for different Call back options to different P
TS CBM 07
segments of customers
Call back options which can be configured for a Business Group P
TS CBM 08
Retain Queue Position and not leave a Call back
TS CBM 09 - Register Call back for a later Time P
TS CBM 10 - Register Call back for a later Date & Time P
TS CBM 11 - Register Call back for announced Time Slots P
TS CBM 12 - Retain Queue Position and Call back immediately P
Whilst the caller in the queue, there should be an option to: P
TS CBM 13
- Leave a voice mail
TS CBM 14 - Wait in the queue for an agent P
TS CBM 15 - Request a call back P
TS CBM 16 a. Immediate P
TS CBM 17 b. Same Day – Different time P
TS CBM 18 c. Different date and time P
Should have the following capabilities P
TS CBM 19 - Capture CLI & DNIS for all call back calls that have been
requested by the customer
TS CBM 20 - Offer Call back options configured for the DNIS P
- Register Call back for CLI or a different number as entered by P
TS CBM 21
the customer

TS CBM 22 - Capture Customer Unique ID P

TS CBM 23 - Record Customer Name P
TS CBM 24 - Record Customer Message P
- Duplicate Filtering – Filter previously registered Call backs based P
TS CBM 25
on CLI or
TS CBM 26 - Offer to retain earlier Call back or reregister new Call back P
TS CBM 27 - Call priority based on DNIS or Call back type P
TS CBM 28 - Reject Call back requests by ANI / CLI P
TS CBM 29 - Pick a Call back request and call agent queue P
On agent acceptance detection P
– Play Call back details
TS CBM 30
– Play Customer name
– Play Customer Message
TS CBM 31 Put agent on hold and call customer P
Call Progress Analysis – Detect outcomes like Busy, answering P
TS CBM 32
machine should be available
On successful Customer Voice detection patch customer and P
TS CBM 33
agent
Accept agent Business Outcomes to close or reschedule Call P
TS CBM 34
backs
Should provide the following Reports: P
TS CBM 35 Real time Console is to be available to view status of the number
of Call backs registered,
TS CBM 36 - Pending P
TS CBM 37 - Failed P
TS CBM 38 - Closed for every 30 minute interval for the day P
TS CBM 39 - Ability to export reports to excel, pdf, etc P
Historical Reports to be available in both tabular and graphical P
TS CBM 40 format
– Call back Success/Failure Report
TS CBM 41 - Turn Around Time Report P
TS CBM 42 - Call back Detail Report P
TS CBM 43 - Request Type Report P
TS CBM 44 - Call Traffic Report P
TS CBM 45 - Customer Detail Report P
Call Survey Application
Customer Segmentation based on DNIS –Execute different P
TS CSA 01
surveys based on DNIS and Skills
TS CSA 02 Execute IVR Based Surveys or Agent Surveys P
TS CSA 03 Configure Survey Questions With multiple Answers P
TS CSA 04 Design Static or Dynamic Surveys P
TS CSA 05 Record customer message for any Question P
TS CSA 06 Capture Reports of Customer Survey Feedback P
TS CSA 07 Play Welcome Messages and Promotional Messages P
TS CSA 08 Collect Customer Unique ID P
TS CSA 09 Record phrases of questions and answers P
TS CSA 10 Integrate with CTI Engine for tagging of CTI Data like Agent ID P
Wizard to create surveys easily. The system should have an option P
TS CSA 11 to customize the Tele Survey functionality without changing source
code
Ability to create Dynamic Surveys by designing Survey flows P
TS CSA 12
based on answers selected for previous questions
Reports: - Real time Console is available to view status of the P
TS CSA 13 number of survey calls that have completed or not completed for
every 30 minute intervals for the day

TS CSA 14 - Ability to export reports to excel, pdf, etc P

- Historical Reports to be available are in both tabular and P
TS CSA 15
graphical format
TS CSA 16 - Call Traffic Report P
TS CSA 17 - Survey Response Report P
TS CSA 18 - Agent Survey Response Detail Report P
TS CSA 19 - Survey Response Detail Report P
TS CSA 20 - Survey Overall Report P
TS CSA 21 - Survey Call Abandoned Report P
TS CSA 22
The system should generate survey reports such as P
– planned number of survey contacts
TS CSA 23 - number of survey contacts successfully reached P
TS CSA 24 - average response score captured P
IVR Features
IVR features to be made available as defined in Appendix A – IVR P
TS IVRF 01
Features
IVR subsystem should support Tone Masking e.g.. Key tones P
generated by customers while entering Phone Banking / TPIN
TS IVRF 02
should be masked in a way that the agents cannot hear the DTMF
tones.
The developed applications on the IVR should be PCI- DSS P
TS IVRF 03
compliant and certified
The IVR application should allow customers to choose the channel P
of delivering the requested information through other channels and
TS IVRF 04 integrate with the respective channels to deliver the same. Eg.
Callers in the IVR may request balance details to be sent through
SMS
CTI
TS CTI 01
CTI System should support third-party call control by using object- P
oriented and event driven application programming interface (API).
CTI should integrate Bank’s CRM. What are the methods of P
integration supported by your CTI System. Bidder's telephony
TS CTI 02
needs to expose APIs for integration to Bank's CRM. This should
be explained in solution document Annexure ‘M’.
Supervisor Dashboard should show the following P
- Oldest call waiting in queue
TS CTI 03 - Current average speed of answer
- Number of agents staffed in a split/skill
- Number of agents available in a split/skill
CTI System should be able to recognize important customer P
TS CTI 04 numbers and route them to special agents or other destinations or
provide special announcements.
CTI System should be able to receive and route to a destination as P
TS CTI 05 provided by the IVR based upon a database lookup using ANI or
customer prompted digits.
CTI System should allow agents to request supervisor assistance P
TS CTI 06
during active call
TS CTI 07
The platform should support multi-channel Screen POP across P&F
Voice, Email, Web, Chat, Social Media and SMS requests.
CTI should be able to use information from ACD and send as CTI P
TS CTI 08 data to Agent Desktop or IVR, such as presenting current service
level to Agent Desktop.
TS CTI 09
When an agent transfers a call to another agent, both voice and P
associated CTI data should also be transferred with the call.
When an agent requests a conference call with other agents, P
TS CTI 10 supervisors or expert group, both voice and associated CTI data
should also be delivered to all party in the conference.

Each agent group or team can use different Agent Desktops and P
TS CTI 11
have different popup CTI data.
Agent should be able to save CTI data or input more information to P
TS CTI 12
each call data for later tracking and follow up.
TS CTI 13 Supervisor should be able to see present status of agent P
Agent should be able to see present status of supervisor / expert P
TS CTI 14
group
System should support screen pop in synchronization with the call P
TS CTI 15
arriving on the agent’s phone.
Screen POP will happen as soon as the call is picked up by the P
TS CTI 16
agent
Screen POP Up will be available in Bank’s CRM for all channels P
TS CTI 17 like :
- inbound voice
TS CTI 18 - Outbound voice P
TS CTI 19 - Email P
TS CTI 20 - Chat P
Screen POP will be associated with customer information and the P
TS CTI 21
contact type (call, email, web chat, etc.)
TS CTI 21A Social Media Response Management F
Screen POP will be done for all transfers of calls and interactions P
TS CTI 22
between agents as well
Screen pop details will be retrieved from SBI back end systems P
and other channels using Web services ESB JBI SOA
TS CTI 23
environment. Refer section 3.1.2 of the RFP for list of SBI’s
backend systems
The screen pop will have customer’s contact history (across P
TS CTI 24 multiple media: voice, email and web) as well as the context of this
interaction.
Screen POP will be displayed in Bank’s CRM and the P
TS CTI 25 interaction/call history of the customer calling along with interaction
notes wherever applicable.
Screen POP will have IVR menu’s traversed by the caller and at P
TS CTI 26
what point the customer chose to speak to the agent
Screen POP will provide information if the customer has been P
TS CTI 27
successfully authenticated on the IVR
CTI system will provide end to end tracking of the interactions right P
TS CTI 28 from the moment it hits the ACD till the time the call is
disconnected
CTI should be able to provide soft phone controls to be embedded P
on the agent’s desk top application. CTI is the core components of
TS CTI 29 the Contact Centre. Bank will prefer a Browser based CTI without
the need to install and .dll on the agent desktop. Authentication of
Agents by SSO reduce the complexity.
CTI solution should provide the agents with the details of the last P
interactions or transaction that the customer had with SBI across
TS CTI 30 all channels including but not limited to Internet banking, mobile
banking, ATM’s, Voice call, email, chat, SMS etc.in the desktop
application
Agents should not be provided with shortcuts for easy access by P
TS CTI 31
using any function keys like F1, F2 etc. on their keyboard
CHAT
System should enable customers to interact with an agent online
TS CHA 01 via text messaging instead of traditional voice.
F
All incoming chat requests should be automatically queued, F
prioritised and routed to agents within the Contact Centre.
TS CHA 02
The system should deliver the appropriate contacts to the agents F
across all skills (inbound and outbound, email, video) for
TS CHA 03 optimisation of agent’s time.

Customers should be able to automatically get placed in the chat F

TS CHA 04 hold queue until an agent is available to handle the interaction.
Chat requests should be queued sequentially within a chat service F
TS CHA 05 and should be handled in FIFO or any other configurable options.
The system should be able to intimate the customers how long F
TS CHA 06 he/she will be asked to wait before an agent is available.
The system should be able to route a chat request based on the F
TS CHA 07 web page where the customer clicked to chat.
The system should be able to prioritise the chats dynamically or F
TS CHA 08 static.
TS CHA 09 The system should be able to do skill based chat routing. F
The system should be able to do chat rerouting based on queue F
TS CHA 10 length.
TS CHA 11 The system should be able to do chat rerouting based on wait time. F
The system should have sequence of text message that can be F
TS CHA 12 presented to the customer online on hold.
The system should have sequence of web pages or banners that F
TS CHA 13 can be presented to the customer online on hold.
The system should have sequence of text or URL message that F
TS CHA 14 can be presented to the customer online while waiting for agent.
can be presented to the customer when they initiate chat request
TS CHA 15 on holidays.
can be presented to the customer when they are rerouted due to
TS CHA 16 too many chat requests in queue.
can be presented to the customer when they initiate chat request
TS CHA 17 for a service, which is inactive.
The system should support multiple chat services and agents F
TS CHA 18 working in multiple services concurrently.
The agents should be able to dispose the chat as per the outcome F
TS CHA 19 of the request in Bank’s CRM.
The agents should be able to submit multiple dispositions as per F
TS CHA 20 the outcome of the request.
The system should be able to deliver predefined greetings to online F
TS CHA 21 visitors.
TS CHA 22 The system should have chat salutation. F
The system should have chat transcripts stored in back end along F
TS CHA 23 with chat screen recordings.
The system should have agent-initiated chat transcripts stored in F
TS CHA 24 backend along with chat screen recordings.
TS CHA 25 The system should have supervisor-initiated recordings. F
TS CHA 26 The system should have automatic recordings of all chat sessions. F
The system should have automatic recordings of configurable no of F
TS CHA 27 chat sessions.
The system should have automatic recordings of configurable % of F
TS CHA 28 chat sessions.
The system should be able to select and play the chat screen F
TS CHA 29 recordings along with chat transcript.
TS CHA 30 The customer can specify the agents to the web sites. F
TS CHA 31 Both the agent and customers can interact and co-browse online. F
The system should be able to record the sequence of pages F
TS CHA 32 navigated during the chat sessions.
The customer should be able to specify a number when they can F
TS CHA 33 be called during the chat session.
The agent should be able to transfer the chat session to another F
TS CHA 34 agent.

TS CHA 35 The chat service can be dynamically scheduled. F

TS CHA 36 Web collaboration should be browser independent. F
The system should not require additional client software F
TS CHA 37 installation.
TS CHA 38 Not Ready state of an agent (AUX) with multiple activity codes. F
TS CHA 39 Create, change, and generate standard reports. F
All status of agents (idle, talk, wrap, not ready/not available, hold) F
TS CHA 40 are captured and displayed in the standard reports.
TS CHA 41 Ability to change service settings online. F
Ability to check the status of the running chat services and other F
TS CHA 42 details interval of 30 minutes.
The system architecture shall be modular and failure of any one F
module shall not bring down the service.
TS CHA 43
TS CHA 44 The system shall be able to log each event and alarm. F
The system shall have a centralized operation and management F
TS CHA 45 interface.
TS CHA 46 The administrator shall be able to check the status of all elements. F
The system should have effective anti-virus detecting capabilities F
TS CHA 47 and should scan all the data from the various interfaces.
The system shall generate the logs for all the activities of the users F
TS CHA 48 logging into the system and their corresponding activities.
TS CHA 49 The administrator shall be able to backup, restore on the system. F
The system shall generate appropriate alarms and reports of F
TS CHA 50 failure of any network element or interface.
Chat system should be able to provide customers to request for F
TS CHA 51 call back when the voice agents are free
Chat system should be able to provide customers to specify date F
TS CHA 52 and time for call centre agents to call back
Chat system should provide all call back requests to call back F
TS CHA 53 manager application automatically
System should provide comprehensive reporting capability on Chat F
TS CHA 54 usage
The chat system should be able to integrate with the Bank’s chat- F
TS CHA 55 bots and AI engine
TS CHA 56 It should support the Robotic Process Automation through APIs F
The customer should be able to initiate the chat request through F
Bank websites, mobile applications and popular social media and
TS CHA 57 communication sites.
The chat system should have capability to populate standard F
forms, self-help tools (e.g. EMI calculator) and capture business
TS CHA 58 leads.
EMAIL
TS EMF 01 DELETED
Entire email history and other interaction history should be
available to agents for the specific customer.
P
TS EMF 02
TS EMF 03 System should support tracking of emails P
System should support auto responses and auto P
TS EMF 04 acknowledgement for all emails.
System should be capable to send an intelligent acknowledgment P
based upon the result of content analysis, key word search or other
identifying information like sender, recipient, subject or customer
TS EMF 05 type to customers
System should provide suggested responses to the agents based P
on information gathered by content analysis, key word search or
TS EMF 06 other identifying information

System should support Content Analysis and/or keyword search to P

analyse response text written by agents, for example, to check for
topics or words that should not be used in outgoing e-mails to
TS EMF 07 customers
System should assign different e-mail addresses to different e-mail P
TS EMF 08 skills and the routing should occur according to the defined rules
System should support multi-skill agents receiving different media P
TS EMF 09 (e.g. voice, e-mail, chat) concurrently
The proposed system should have mechanism of scanning on e- P
mail subject and/or body to identify matches with Contact Centre
information repository and respond automatically on routine
inquiries (Frequently Asked Questions) to reduce the load on the
agents so that the agents can provide faster responses to
TS EMF 10 customers.
The system should be equipped with intelligent routing functions to P
achieve skill based routing depending on the message subject
TS EMF 11 and/or the body.
Suggested answers / Templates – The proposed intelligent e-mail P
processing engine should provide suggested answers and
templates where agent will be able to modify and use for fast
TS EMF 12 responses.
The proposed e-mail system should be equipped with a P
broadcasting tool and it should be powerful enough to broadcast at
least 5,000 messages (e-mail) within an hour. There should be a
tool to monitor the performance related information such as
number/percentage broadcast, balance number/percentage of
TS EMF 13 messages to be broadcast etc.
The e-mail management module proposed should be equipped P
with a comprehensive reporting module which could be a part of
TS EMF 14 the common reporting system within the proposed system.
The e-mail agents should be able to retrieve information from P
various sources such as the information repository (Knowledge
Base), billing/faults databases, company intranet, external web
TS EMF 15 sites etc and compose e-mail easily.
The proposed module should have the capability to handle both P
inbound and outbound contacts and the agents desktop should be
TS EMF 16 designed accordingly.
The e-mails sent to the customers should be kept in a store for P
future reference and an appropriate search mechanism should be
TS EMF 17 provided to locate the e-mails whenever necessary.
The storage for the above should essentially contain the agent P
identification, time stamp, message header, body, cc, bcc and any
TS EMF 18 other relevant customizable data fields.
The last agent search functionality for e-mail need to be similar to P
that of voice calls and whenever possible the e-mails need to be
TS EMF 19 forwarded to the last agent.
Each and every e-mail transaction need to be logged and a P
reference number need to be provided to the customer along with
TS EMF 20 the agent identification
The login/logout times of e-mail agents along with other agent P
related information need to be logged and agents desktop should
TS EMF 21 show real-time status of e-mail queue(s) and interactions handled.
The reporting module should support different grouping within e- P
TS EMF 22 mail module such as collections, sales etc.
The e-mail management module should support e-mail alerts P
where the call centre administrator can set a time-based interval to
alert the agent if the requested information (from a respondent) is
TS EMF 23 not received within the specified time interval.

The e-mail management module should support a Quality P

Assurance process whereby e-mails can be forwarded to a QA
approver for review and approval before responding to the
customer. The mechanism to trigger sending an e-mail to an
TS EMF 24 approver could be, per agent quota or keyword matching.
The e-mail Management module should be able to analyse and P
screen the e-mail response text written by agents to check for
topics that should not be included in outgoing e-mails to
TS EMF 25 customers.
It should be possible to identify VIP/Loyal/High revenue customers P
TS EMF 26 (similar to voice channel) and offer priority treatment.
The proposed e-mail module should allow information requested P
by callers to be mailed to them within an IVR application. Typical
TS EMF 27 application of this module will be,
TS EMF 28 - Transmit a stored file/graphic to caller P
- Transmit dynamically created text/graphic information to P
TS EMF 29 caller
TS EMF 30 - Attach a customized cover page P
TS EMF 31 Comprehensive reporting module for email should be available P
TS EMF 32 Requested samples of email be sent to SBI for auditing & checking P
SMS
System should be able to receive and send SMS, through Bank’s P
TS SMS 01 gateway i.e. Http or SMPP
SMS should be delivered to agents as part of the desk top P
TS SMS 02 application
TS SMS 03 SMS reply by agents should happen from the desktop application P
TS SMS 04 SMS system should integrate directly to the service provider P
TS SMS 05 SMS campaign creation feature should be supported P
TS SMS 06 SMS campaigns for select set of customer should be sent P
Comprehensive reporting should be available for all SMS based P
TS SMS 07 campaigns
Reporting And Monitoring
System should have consolidated reports to show all activities P
TS RMO 01 performed by an agent including Contact Centre productivity on
phone, email, and web
TS RMO 02
The reports should match total calls reported with the sum of total P
reported from each media type.
Agent should be able to view his/ her own personal queue. P
TS RMO 03 Agent should also be able to know if a web contact or email
contact is waiting in the queue.
Reporting system should be able to archived user defined reports. P
TS RMO 04 The system should also able to restore archived through user
defined reports.
Reporting system should allow users to create ad hoc reports by P
TS RMO 05
SBI
Reporting system should support Bar, Line, Three-Dimensional P
TS RMO 06
and color graphics reports for screen and paper print viewing
Reporting system should support graphical business reporting and P
TS RMO 07
OLAP analysis
TS RMO 08
The report data should be exported in popular file formats such as P
.txt, .excel, .csv or made available in a separate reporting database
System should provide threshold settings for real-time monitoring & P
TS RMO 09 reporting for each contact source e.g.. 30 minutes or 15 minutes
etc..
TS RMO 10 Users should be able to customize standard reports, if required P

The system should provide necessary information to supervisors to P

effectively monitor and manage agents as well as customer calls
TS RMO 11 on a real-time and historical basis. This will enable supervisors to
manage KPI’s such as service levels, abandoned call rates as well
as staffing levels more effectively.
This should include all kind of reports wherever possible, for P
TS RMO 12
example Call Handling (ACD), Agent, IVR, and CTI etc.
TS RMO 13 - Agent Performance P
TS RMO 14 - Service wise statistics P
TS RMO 15 - Language wise statistics P
TS RMO 16 - IVR utilization P
- IVR (self service) performance (Answered, Abandoned, P
TS RMO 17
Customer disconnected etc)
TS RMO 18 - IVR Menu level report P
TS RMO 19 - Repeated calls P
TS RMO 20 - Any customizable report on ACD, IVR or CTI P
The system should have consolidated reports to show all activities P
performed by IVR, CTI, and Agent including Contact Centre
TS RMO 21
productivity on all media such as phone, email, and web. (Provide
examples and screen shots of these reports.)
The proposal should have the way to display alarm information to P
TS RMO 22 agents and supervisor regarding agent, call queue related
information.
Call progress analysis should be supported to determine customer P
TS RMO 23
experience and quality assurance of the agents.
TS RMO 24 System should provide date and time stamp for each event P
TS RMO 25 System should include IVR activity and track abandoned calls P
TS RMO 26 System should archive historical reports. P
SBI should be provided with a portal access to monitor real time P
TS RMO 27 and historical reports. The report should contain the following
features
TS RMO 28 - Calls in PRI P
TS RMO 29 - Calls in IVR P
TS RMO 30 - Calls in Queue P
TS RMO 31 - Calls being handled by agents P
TS RMO 32 - Calls that are under wrap-up P
TS RMO 33 - Logged in agents P
TS RMO 34 - Status of all logged in agents (available, aux etc..) P
TS RMO 35 - Number of calls/interactions handled by skills P
TS RMO 36 - Number of calls/interactions handled by each agent P
TS RMO 37 - Number of interactions waiting in queue (voice, email, chat etc..) P
TS RMO 38 - Service level metrics Vs goals for each interactions P
TS RMO 39 - Detailed abandoned report – Real time and historical P
TS RMO 40 - Abandoned report at PRI P
TS RMO 41 - Abandoned report at IVR P
TS RMO 42 - Abandoned report at queue level P
TS RMO 43 - Abandoned report at the agent level P
- Short calls (Calls disconnected in less than 10 seconds) at ACD, P
TS RMO 44
IVR, Queue and Agent level
- Total productive connect minutes on Inbound IVR as per the P
TS RMO 45
guidelines provided in the RFP

TS RMO 46
- Total productive connect minutes on Inbound agents as per the P
- Total productive connect minutes on Outbound agents as per P
TS RMO 47
the guidelines provided in the RFP
- Total productive connect minutes on Outbound IVR as per P
TS RMO 48
TS RMO 49 - Total interactions on email provided in the RFP P
Productivity reports that has to be provided on the portal for SBI P
TS RMO 50 access:
- Utilization of PRI lines in hourly intervals
TS RMO 51 - Utilization of IVR in hourly intervals P
TS RMO 52 - Utilization of Inbound agents in hourly intervals P
TS RMO 53 - Utilization of Outbound agents in hourly intervals P
TS RMO 54 - Utilization of outbound IVR in hourly intervals P
TS RMO 55 - Utilization of email agents in hourly intervals P
Component productivity report that has to be provided on the portal P
for SBI access
TS RMO 56
- Overall capacity utilization of all subsystems in the proposed
solution
TS RMO 57 - Capacity report of all Media Gateways, Gateways P
TS RMO 58 - Capacity report of IVR sub system P
TS RMO 59 - Capacity report of dialer subsystem agent based P
TS RMO 60 - Capacity report of Outbound IVR subsystem P
- % of calls recorded in the recording subsystem for all mandatory P
TS RMO 61
calls that have to be recorded
TS RMO 62 - Capacity report of the recording sub system P
TS RMO 63 - Storage capacity report of the recording sub system P
Portal should have the capability to give summary and the ability to P
TS RMO 64
drill down functionality from summary to detailed report.
Reporting system should provide date time stamp for each event / P
TS RMO 65
activity tracked for a given call.
TS RMO 66 All formats of reports will have to be approved by SBI P
Logger
Voice logger system should support the following audio P
TS LOG 01 compressions
- G.711, G.723, G.729, GSM
TS LOG 02 The format of the recorded voice file should be .WAV and / or .MP3 P
Voice logger system should support 100% screen capture along P
TS LOG 03
with 100% voice recording.
TS LOG 04 Voice logger system should support multiple CTI platform P
Voice logger system should support Hybrid Environment – SIP, P
TS LOG 05
VoIP and TDM
Voice logger system should be capable of supporting remote P
TS LOG 06 configuration, status and replay via an industry standard LAN
running TCP/IP using a pure and secured web browser access.
The web browser interface should use https transport over a P
TS LOG 07
TCP/IP network.
Voice logger system should support web browser interface and P
should be able to access from multimedia PCs in the network
TS LOG 08 without any special software install on the playback PC.
This should be supported on Windows 2000 / XP / 2003, Vista and
Windows 7
Voice logger system should have storing capacity of voice P
recording and screen recording based on the agent size for 90
TS LOG 09
days for live access by SBI, and then purged. These recordings
will have to be sent to SBI in a Tape on monthly basis.

Voice logger system should be able to archive 90 days’ voice P

TS LOG 10 recording and screen capture data in a suitable media like
Tape/DAT etc..
Voice logger system should be able to restore archived voice and P
TS LOG 11
screen recording from the Tape
SBI should be provided with the necessary hardware, software and P
TS LOG 12 a user interface to view, search and listen to the archived voice
and screen recordings from the Tape.
The proposed screen and voice recording solution should provide P
interface for SBI to listen and view the screens for each
TS LOG 13
calls/interactions that are recorded without any synchronization
issues
Proposed solution should support 100% voice & screen recording P
TS LOG 14 as per RBI regulations and the bidder should get a guarantee for
the same from the technology vendor
BPO should provide the monthly recordings across all call centres P
TS LOG 15 (combined) in a single storage Tape device in two set and it should
not be based on call centre location.
Voice and screen recording solution should provide a feature to P
TS LOG 16 convert the recorded files into simple standard based format that
can be listened on a multimedia PC without any proprietary tool.
Fault Tolerance
Solution support 100% automatic failover & fault tolerance for N + N

TS FT 01
for critical components and n+ 2 for non-critical component level.
P
Solution should support redundancy for failures in Power, System P
TS FT 02
Hardware, System Software & Applications
Bidder should explain the proposed architecture in-terms of P
TS FT 03 connectivity between components during failure, impact to inbound,
outbound call process flow during failure for all scenarios
TS FT 04
SBI prefers proposed system use Media/Voice Gateway as a P
separate layer for PSTN or trunk connectivity
TS FT 05 Provide detailed architecture of the Media/Voice Gateway solution. P
Media/Voice gateway should provide default call routing instructions P
TS FT 06
in the event of a component failure
TS FT 07 Proposed solution should provide 100% call handling redundancy. P
TS FT 08 System should use industry standard server components P
Proposed solution should automatically recover from P
TS FT 09
- ACD Failure
TS FT 10 - Database failure. P
TS FT 11 - Voice processing failure. P
TS FT 12 - Routing engine failure. P
TS FT 13 - PABX/Call server failure. P
TS FT 14 - CTI engine failure. P
TS FT 15 - Media/Voice Gateway failure. P
Proposed solution should have redundant architecture to achieve P
(N+N for Critical components and N+2 for non-critical components)
TS FT 16 and all components should be active-active mode. Describe how this
is achieved in the proposed solution in Annexure M of main RFP
document
TS FT 17 All the control system hardware must be duplicated P
As part of the RBI guidelines, SBI conducts DR testing with the back P
end activities on a quarterly basis. BPO’s should ensure that this DR
TS FT 18
process is co-ordinated, complied and tested along with SBI to meet
the regulatory requirements.

Proposed system should be configured for Disaster Recovery P

TS FT 19
between all BPO Contact Centres in active-active mode
The proposed system should support a high availability clustering P
architecture and redundant call processing approach, where two or
TS FT 20 more systems will be present and sharing the workload in an active-
active configuration and support the availability SLA’s written
elsewhere in the RFP
Apart from the DR drills and tests mandated by RBI regulations and P
TS FT 21 SBI, BPO should conduct their own DR testing and failover once
every six months.
Video IVR
TS AS 01 Should be able to send video ads to callers while waiting in queue F
Should be able to send the IVR call tree while calling the call centre F
TS AS 02 (Video Call)
TS AS 03 Should be able to make audio- video interaction with agents F
TS AS 04 Agent should be able to push video content to customer F
Should be able to interactively provide video and voice in the same F
TS AS 05 interaction
Should be able to show the customer specific information like F
TS AS 06 balance through video
Should be able to record video and voice conversations between F
TS AS 07 customers and agents
Social Media
Should create a corporate presence in social media across most
TS AS 08 popular social media sites like face book, twitter etc.. F
Should be able to proactively delete comments posted on F
TS AS 09 corporate page
Should be able to proactively monitor and delete comments as F
TS AS 10 desired by SBI
Should be able to proactively monitor comments specific to SBI on F
TS AS 11 other pages/forums and revert effectively to these
Should be able to intelligent and automatically revert on comments F
TS AS 12 with less or no agent intervention
Should be able to provide facility to store the comments posted and F
TS AS 13 the response provided by agents and customers
TS AS 14 Should have the ability to report on comments, users, agents etc… F
Multi Modal
Should be able to trace a interaction across channels like email, F
chat, voice call, video call and provide this information to the agent
TS AS 15 etc..
Should be able to simultaneously use multiple channels in seamless F
TS AS 16 fashion to resolve or get information or complete a transaction
Should be able to move a transaction from one channel to another F
TS AS 17 channel based on customer preference
Should be able to maintain customer position in queue while moving F
TS AS 18 from one channel to another
Tools and development framework that can be re-used across F
TS AS 19 channels
TS AS 20 Provide reports on cross channel movements F
TS AS 21 Provide reports on channel specific usage F
Provide reports on TAT on Social Media interactions, user F
TS AS 21A performance, user level TAT, etc.
Able to handle negative sentiments on Social Media and suggest F
TS AS 21B effective measures to handle the crisis situations.
Provide a single transaction log for all interaction that move between F
TS AS 22 channels
--- --------

Click to Call
TS AS 23 Should allow customers to request for call back using SBI website P
Should allow customers the option to schedule a call across P
channels
TS AS 24
Should be able to call in and reserve the position in queues for call P
TS AS 25 centre to call back
TS AS 26 System should provide tracking on the usage of click to call feature P
System should provide details entered in the click to call feature to P
TS AS 27 agents when they are calling back
Should be able to reach the call centre using the click to call P
TS AS 28 functionality from SBI website
The interaction should be routed to respective skills in the call centre P
TS AS 29 based on the origin of click to call initiation
Should provide an option to reserve an agent before calling the P
TS AS 30 customer
TS AS 31 Should provide the agent to log the call disposition P
Agent should be able to configure the next steps and workflow P
TS AS 32 based on call disposition code
Should be able to provide reports on the number of click to call P
TS AS 33 requested, successful attempts, duration of each call etc..
Virtual Agent
The BPO will deploy a virtual agent software on SBI’s website for F
TS AS 34 chat services with the customer
The virtual agent deployed should have a natural language F
processing capability in English and Hindi. The interaction has to be
in an conversational style rather than pre-coded for specific answers
TS AS 35 and questions
The virtual agent deployed should be able understand the navigation F
context of the user and pose him related question when he proceeds
TS AS 36 to virtual agent chat from a specific web page
The virtual agent should be able to answer most of the first level F
product enquiries from the customer and provide back relevant
TS AS 37 information and web links
TS AS 38 The virtual agent should have an intelligence within a session to F
contextually link the current conversations with preceding
conversations.
TS AS 39 The virtual agent should have compatibility to integrate with the F
Bank’s AI engine and other chat-bots set-up by the Bank, if required.
Speech Capabilities
TS SC 01 IVR Platform should support all standard speech platforms F

TS SC 02 IVR Platform should support all standard text to speech platforms F
Speech application developed should support directed dialog based F
TS SC 03 applications and natural language
Speech development methodology should follow industry standard F
TS SC 04 practice
All leading Indian Languages should be supported by the Speech F
TS SC 05 Engine
All leading Indian Languages should be supported by Text to F
TS SC 06 Speech Engine
Application should provide fall back to DTMF application if speech F
TS SC 07 recognition is not successful
Development of application should use speech UI specialist for each F
TS SC 08 language
Complete and industry standard practice should be followed for F
TS SC 09 usability testing for SBI IVR application

Complete industry standard practice should be followed for tuning F

TS SC 10 process for the speech application
Application development should provide fine-tuning of the F
application based on the analytics of speech application
TS SC 11 performance
TS SC 12 The speech platform should provide analytics F
The speech platform should provide re-usable modules like date, F
TS SC 13 name, address etc..
Simple and complex grammar development flexibility should be F
TS SC 14 provided for speech recognition application
TS SC 15 Telephony platform must support VoiceXML 2.0 and above. F
Proposed solution support open and upcoming standards: W3C F
Voice Extensible Mark-up Language (VXML),W3C Natural Language
Semantics Mark-up Language (NLSML), W3C Speech Synthesis
Mark-up Language (SSML), W3C Speech Recognition Grammar
TS SC 16 Specification (SRGS)
Proposed solution should support multiple concurrent applications F
TS SC 17 and there should be no limit on the same
Proposed solution should be performance tested and proven for SBI F
TS SC 18 load conditions
TTS should provide clear, intelligible and natural sounding speech F
TS SC 19 output.
TTS should support not be limited by the number of vocabulary and F
TS SC 20 text size
TTS should support all languages as specified in the Appendix A – F
TS SC 21 IVR Features of this Technical Compliance document.
TS SC 22 TTS should provide dynamic change of volume and speech rate. F
TS SC 23 Proposed solution should support multiple dictionaries F
Proposed solution should support noise cancellation and should F
TS SC 24 work accurately in noisy conditions.
Proposed solution should be intelligent to understand speech F
utterances preceded or followed by normal human speech inputs
TS SC 25 like pauses, bad throat etc.
TS SC 26 Proposed solution should be able to record audio utterances. F
ASR should ability to recognize multi-lingual speech inputs without F
TS SC 27 impacting the system performance
Proposed solution should have web based tools to configure, F
TS SC 28 manage speech platform.
Proposed TTS should support playback of Indian proper names and F
TS SC 29 addresses
Proposed solution should provide analytics and reporting tools for F
TS SC 30 call analysis and accuracy reports.
The proposed applications should be tuned on a regular basis by F
TS SC 31 collecting the utterances from the production systems regularly.
Authentication for IVR, CTI and Dialer Applications
The system should allow caller authentication by Phone Banking /
TS AUTH 01
TPIN
P
The system should have the following Phone Banking / TPIN related P
functionality
TS AUTH 02
- Allow customers to generate and change Phone Banking / TPIN
through the IVR application
TS AUTH 03 - Upload Customer profile P
- Lock User (by IVR) – on three times wrong input during caller P
TS AUTH 04 validation and the caller should not be allowed to enter Phone
Banking / TPIN, but transfer to agent for manual authentication
TS AUTH 05 - Forced Phone Banking / TPIN change for first time caller P
TS AUTH 06
Proposed solution should comply with RBI guidelines for all P
authentication purpose including second level authentication

Proposed solution should comply with PCI-DSS standard P

TS AUTH 07
certification.
Any application stores, processes or transmits cardholder data as P
part of authorization or settlement and is sold, distributed or licensed
TS AUTH 08 to third parties are eligible for PA-DSS. In this scenario, the BPO
application does not qualify for PA-DSS. However, vendor to take
PCI-DSS certification.
Proposed solution should be capable of taking requests for P
TS AUTH 09 generating PIN’s for other alternate channels like Internet banking,
Mobile banking, ATM etc..
All Phone Banking / TPIN to validate a caller will be provided by SBI. P
BPO to ensure access to Phone Banking / TPIN in encrypted format.
TS AUTH 10
This should enable ‘Encryption Key’ for exchange of Phone Banking
/ TPINs at the Bank and tally with the credentials.
Tone masking or any other alternate tone playing should be P
available when the caller is entering his Phone Banking / TPIN, so
TS AUTH 11 that agents cannot hear the DTMF tones being entered by callers in
the authentication process. Please provide in annexure how this is
achieved in the proposed solution
Architecture
The proposed telephony system should be able to support hybrid P
(hard & soft switch) unified communications system that is able to
TS ARCH 01
support voice, presence, instant messaging, video and mobile
applications on fixed and mobile networks.
The proposed solution should be an advanced call-processing P
system and call control application that support basic features and
TS ARCH 02
advanced features including but not limited to the following:
- Voice Mail functionality for agents, supervisors, managers
TS ARCH 03 - Call forwarding / divert/ call park/ pickup P
TS ARCH 04 - Call hold, transfer, call waiting and retrieve P
TS ARCH 05 - CLI-P (caller line identification) P
TS ARCH 06 - Single Number Reach ability P
TS ARCH 07 - Extension to mobile phone transfer P
The system should support a call routing approach where by adding P
TS ARCH 09 new locations to the system should not require changes to be made
to all locations configuration
The proposed architecture should support centralized monitoring, P
TS ARCH 10
administration and voice treatment at edges/locations
The proposed architecture should support the DR strategy written P
TS ARCH 11
elsewhere in the RFP
The proposed architecture should leverage IP, and at the same time P
TS ARCH 12
be able to accommodate TDM wherever required.
Regardless of the phone type, the telephone should be able to P
TS ARCH 13
support click to dial functions via the user’s PC.
The proposed solution should include phones that are specific for P
TS ARCH 14
call centre usage for agents, supervisors etc
The IP phones, hard or soft, should support log-in / log-out and other P
TS ARCH 15
telephony controls
The WAN link between BPO locations for overflow or DR or any P
other reasons should be provisioned, maintained and owned by the
TS ARCH 16 BPO. BPO to ensure that two links are provided by the BPO one as
the primary and the other as secondary. BPO should ensure that
both these links are provided by different service providers.
The WAN link between SBI’s data centre (DC and DR) and the BPO P
TS ARCH 17 locations for connectivity to SBI’s back end systems will be
provisioned by SBI
All equipments at the BPO centre for connectivity to SBI data centre, P
TS ARCH 18
like the WAN routers should be provided by the BPO

All WAN Links and technology components should be supported P

versions of software & hardware, not more than two years old, used
TS ARCH 19
exclusively for SBI, and subsidiaries/JVs. SBI should be able to
audit the usage.
BPO will have to share the BOM for all technology system procured, P
TS ARCH 20
installed and implemented for SBI
The technology architecture submitted by the successful bidder, will P
go through an approval process by SBI and may be subject to
TS ARCH 21
changes. The successful bidder will incorporate these respective
changes
TS ARCH 22
Bidder to submit a detailed document on the technology architecture P
proposed for SBI Contact Centre
Voice Quality & Security

The system should support wide range of codec standard to suit the P
TS ARCH 23 voice quality and bandwidth requirement in Contact Centre
environment.
The system should be able to maintain good voice qualities end-to- P
TS ARCH 24 end by taking advantages on QoS features available in LAN and
WAN infrastructure.
All components and systems should have effective anti-virus P
TS ARCH 25
detecting capabilities with regular updation.
Access to all key components/applications from SBI and BPO should P
TS ARCH 26 be traceable (Eg. User name, password, IP address, logged in from
etc.)
Voice and Data Network
The IP Telephony solution should be able to leverage on SBI’s P
TS ARCH 27 current converged LAN/WAN network architecture to deliver voice
services as required
BPO to ensure that each WAN link is provided by a single service P
provider and this link should not be sub-let, contracted or managed
by anyone other than the primary vendor. BPO to ensure that the
TS ARCH 28
chosen Service provider has self-failing national long distance
backbone on multiple of SDM in India. This is applicable to both
primary and secondary WAN link
BPO to ensure that the WAN links used between all Contact Centres P
TS ARCH 29
are dedicated to SBI’s Contact Centre project
BPO should ensure the Contact Centres are integrated to both the
primary and DR data centre of SBI. BPO to ensure all relevant
TS ARCH 30
components required in the Contact Centre is provisioned, owned
P
and maintained
Technology Version
All components proposed in the solution should be of the latest P
TS ARCH 31
version that is available in the market at the time of going live
All components should be upgraded without loss of feature P
TS ARCH 32
functionality as defined in the RFP during the period of contract
All components proposed in the solution should be able to meet the P
entire requirement of SBI during the period of the contract and
TS ARCH 33 platform / component versions and capacity should not be a limiting
factor. BPO will upgrade, change add whatever is required without
additional cost to meet the requirements
Tenanting
All components proposed in the solution should be able to be P
TS ARCH 34 tenanted for each of SBI’s entities ( SBI , Subsidiaries, Affiliates/
JVs) who will use the services

Each of the tenanted partition will be able to be configured P

TS ARCH 35
separately and will have the same functionality as the overall system
Each of tenanted partition will be protected in such a way that they P
TS ARCH 36 will have access controls at partition level and users of one partition
cannot see data of other partition
Redundancy and Failover

BPO to ensure that all critical systems in each of the Contact Centre P
should be 100% redundant. Critical systems include the following:
(refer RFP section 6.6.1 SLA subsystem definition under 6.6 SLA
Catalogue)
TS ARCH 37 a) IVR subsystem
b) Contact Centre Subsystem
c) Telecom Subsystem
d) Network Subsystem
e) Desktop Sub-system
TS ARCH 38 BPO to ensure that all non-critical components are N+2 P
If there is a disaster scenario in any one of the Contact Centre, BPO P
to ensure that other Contact Centres should be able to handle the
TS ARCH 39
load of the Contact Centre that is down (refer to Functional
Specification document section BCP of the RFP for SLA)
BPO to ensure that redundancy ratio maintained even during P
TS ARCH 40
disaster situations
All the Contact Centres and critical components should be in active- P
TS ARCH 41
active mode at all times
TS ARCH 42 The locations should be connected through a fully redundant P
network to allow for overflow of calls if necessary
All interfaces to SBI back-ends will be allowed only through SBI P
TS ARCH 43
Firewalls, BPO to ensure that this is complied
TS ARCH 44
A list of Firewalls should be documented and kept both with Bank P
and BPO with full technical and functional details.
BPO should notify SBI on all proprietary components, tools, P
platforms, applications or any other elements that are being
TS ARCH 45
proposed as part of this solution. Provide a separate annexure with
these details.
BPO’s proposed solution should allow overflow of calls between P
TS ARCH 46
Contact Centres without any loss of functionality
BPO should provide complete end to end architecture, Bill of P
Materials (BOM) right down to component level as part of the
TS ARCH 47
response in a separate annexure location wise. Please also specify
the make model version of all components in the BOM
BPO to ensure that all necessary backup, restore process is done P
regularly, details and backup process for each elements to be
TS ARCH 48
explained in a separate annexure including the frequency of these
back up process
The ratio of DR & DC to be increased as and when required and P
TS ARCH 49
maintained throughout the validity of the Contract.
Integration
TS INTG 01
The system should be able to integrate and connect to different P
technology & tools within the Contact Centre and with the bank
The system should be capable of simultaneously integrating to P
TS INTG 02
multiple CTI sources for control of recording and indexing of calls.
The system should build a database of call index information derived P
TS INTG 03 from real time and post event CTI interfaces. All such data shall be
held within a call database on a central server.
Advance Customer Experience Tagging should be supported to P
TS INTG 04 capture – total hold times per call, total hold duration per call, total
transfer per call, and total same customer call over the last month,

First Call Resolution etc.
TS INTG 05 The system should have Integration to MS Active Directory (AD) P

TS INTG 06
The proposed voice recording and agent quality evaluation solution P
should be able to integrate to a Workforce Management solution.
Ability to integrate with Email Exchange and SMS gateway to send P
TS INTG 07 notifications like new service request or status of existing service
request
Ability to integrate with 3rd party components specifically banking P
TS INTG 08
hosts, databases and CRM as specified in the RFP
Auto Dialer – Outbound
System should be able to suppress or block “do not contact” P
telephone numbers. The system should be able to allow the
TS ADOB 01
telephone numbers be updated / removed / modified at any time
during the campaign in bulk upload or one by one
System should be able to maintain and concurrently call from P
TS ADOB 02 multiple lists. System should be able to run multiple campaigns in
different modes simultaneously
System should be able to “Turn off” records from a particular queue P
TS ADOB 03 (time zone, geographic region, area code, and NXX), so that they
won’t be called again.
System should be able to allow modify campaign parameters, if P
TS ADOB 04
required during a ongoing active campaign.
The system should be able to detect Answering machines, modem P
TS ADOB 05
and save results to reporting system.
Personal Call back: P
On request agents should be able to select personal Call back
TS ADOB 06
request for customers such that dialer system will call back the
customer at a specified time.
System should be able to run agent-less campaign like P
- Salary credit,
TS ADOB 07
- Loan payment reminder,
- Loan payment acknowledgement
Vendor supervisor or administrator should be able to create multiple P
campaigns, upload data, execute campaign and generate reports
TS ADOB 08
without any change in the source code. The system should have
appropriate web-based GUI to perform these activities
System should allow agents to be assigned to different outbound P
campaigns using different dialing techniques (preview, predictive,
TS ADOB 09
etc.) at the same time. The system should mandatorily have a
predictive dialing mode.
The minimum time required to re-assign an agent from one active P
TS ADOB 10 campaign to another campaign by supervisor should be less than 1
min.
System should be able to set the maximum number of attempts to P
reach a contact in each campaign created. Supervisor should be
TS ADOB 11
able to change the maximum number of attempts during a ongoing
campaign without required to start / stop the campaign.
System should be able to add new customers in bulk upload or one P
by one to the call list of an ongoing campaign. System should be
TS ADOB 12
able to remove customers in bulk upload or one by one from the call
list of an ongoing campaign
Supervisors should be able to perform real time monitoring and P
TS ADOB 13 adjustments for outbound campaigns such as controlling the pacing
of the call as “User Specified” or “System Specified”
Standard reports should include reports on campaign performance P
TS ADOB 14
analysis

Supervisors should be able to view the number of uncalled / pending P

TS ADOB 15
contact numbers in each active campaigns.
TS ADOB 16
Supervisors should be able to access all reports from remote within P
the LAN/WAN network.
TS ADOB 17
Supervisor should be able to send a private IM or email message to P
a “logged-in” agent
System should be able to measure actual talk time (excluding P
TS ADOB 18
preview and wrap-up time)
System should provide agent productive reports including fields such P
TS ADOB 19 as
-Total and average Preview time
TS ADOB 20 -Total and average Talk time P
TS ADOB 21 -Total and average ACW time P
TS ADOB 22 -Total and average Hold time P
TS ADOB 23 -Total and average Login time P
-Total and average Break time (Tea + Lunch + Bio + Training + P
TS ADOB 24
Feedback)
Verify that all list processing occurs with validating the Time Zone P
TS ADOB 25 (IST – time zone), removing duplicate numbers, removing bad
numbers and indexing the calling list based on PHONE field.
The user should be able to download recorded calls from the system P
TS ADOB 26
locally.
TS ADOB 27 The system should have web based remote monitoring tools P
The system should have voice and the data synchronization when P
TS ADOB 28
the screen pop happens for all outbound calls to agents
The system should have hot redundant and should be tested for fail P
TS ADOB 29
over and load scenarios.
TS ADOB 30
The system should be able to update the DNC database from the P
standard published lists of such customers.
The system should be able to detect fax tone and dispose P
TS ADOB 31
separately.
The system should be able to comply with the various international P
TS ADOB 32
time zones.
TS ADOB 33 The system shall provide user access administration P
The system shall provide the facility for enabling/disabling the P
TS ADOB 34
application as per the requirement
The system shall have a centralized operation and management P
TS ADOB 35
interface
The system shall generate the logs for all the activities of the users P
TS ADOB 36
logging into the system and their corresponding activities
TS ADOB 37 The system shall be able to log each event and alarm P
TS ADOB 38 The system shall be a robust and resistant to failures P
TS ADOB 39 The system should detect SIT tones and dispose separately. P
The system should detect ring no answer condition and dispose P
TS ADOB 40
separately.
TS ADOB 41 The system should detect no voice detect and dispose separately. P
TS ADOB 42 The system should detect no ring back and dispose separately P
The system should detect no answer accurately in case of all kinds P
TS ADOB 43
of hello or my tunes.
TS ADOB 44 The system should detect network busy and dispose separately. P
The system should detect network announcements and dispose P
TS ADOB 45
separately.
The system should detect answering machines properly and dispose P
TS ADOB 46
separately.

The system should configure number of rings to wait before P

TS ADOB 47
declaring the call as ‘no answer’.
TS ADOB 48 The system should be used in load balancing mode. P
The system should be integrated with standard applications, CRMs P
TS ADOB 49
or in-house applications or other host based systems.
The remote site (hub or spoke) should be as flexible such that P
TS ADOB 50 transition from inbound to outbound will not require any hardware
shipment or configuration at the remote site.
The monitoring software should be able to transfer bulk agents P
TS ADOB 51
between campaigns.
The monitoring software should be able to give records in the call P
TS ADOB 52 table, records selected, records d ialed , records left and recalls
left along with the summarized total for each column.
The agent should set call-back and call-back time. In the call-back P
window, the time should appear in drop down from where the agent
TS ADOB 53
should select. Specify the time gap with which the drop down
displays the time.
TS ADOB 54 The administrator shall be able to check the status of all elements P
The administrator shall be able to backup, restore and software P
TS ADOB 55
updating on the system
TS ADOB 56 Starting the campaign and stopping should be automatic. P
TS ADOB 57 Real time monitoring should be web based. P
Historical reporting and raw data extraction should be done through P
TS ADOB 58
web based tools
TS ADOB 59 Unified manageability should be web based. P
TS ADOB 60 Administration functions should be web based. P
TS ADOB 61 Should support all technology like SIP, IP, TDM, Hybrid P
TS ADOB 62 Should support Scheduling of the daily extract from the system P
TS ADOB 63
Restricting the dialer not to call non reachable customer after the P
specified total attempts as per the business process.
Restricting the agent recalls after the specified total attempts as per P
TS ADOB 64
the business process.
Redundancy of the database/application server including fully P
TS ADOB 65
automated switchover without any manual intervention
TS ADOB 66 Purging selective records from the calling list or call table. P
TS ADOB 67 Purging data from calling list or call table. P
TS ADOB 68 Pending agent recalls should be scrubbed. P
TS ADOB 69 Option of end to end reporting both on IP & TDM P
Should support Not Ready state of an agent (AUX) with multiple P
TS ADOB 70
activity codes.
Multiple phone numbers should be configurable for a single P
TS ADOB 71
campaign.
TS ADOB 72 Monitoring of the outbound channels should be possible. P
Monitor jobs running, outbound channels being used by each P
TS ADOB 73 campaign, agent on the job with their current status, no of agents
logged in each skill (language wise).
Login as outbound with basic soft phone features like ready for next P
TS ADOB 74 call, hang-up, and submission of completion codes, release line and
logout.
TS ADOB 75 Create, change, generate standard reports P
Campaigns running in Predictive and Timed Preview Modes P
TS ADOB 76
concurrently
TS ADOB 77 Best Time to Call should be supported P
Barging, Silent monitoring, coaching, querying and playing recorded P
TS ADOB 78
calls by Supervisors should be supported

All status of agents (idle, talk, wrap, not ready/not available, hold) P
TS ADOB 79
should be captured and displayed in the standard reports.
Agents should login to multiple skills concurrently and receive calls P
TS ADOB 80
as per the priority set to the respective skills.
Agent should be able to dispose a call by specifying multiple P
TS ADOB 81
completion codes as per the interaction of the call.
Agent should be able to conference a live customers with P
TS ADOB 82
supervisors or any escalation hierarchy.
TS ADOB 83
Should have the ability to upload the text file from the local P
workstation into the dialer, web based approach would be desirable.
TS ADOB 84
Should have the ability to upload the data into a single campaign P
with multiple languages or services.
Should have the ability to take backup (calling list, configuration and P
TS ADOB 85
complete systems) and Restore of backups
Should have the ability to create/change/delete general security P
plans, job security plans with the rights and privileges as per the
TS ADOB 86 hierarchical definition of users like ops managers and supervisors,
dialer team leaders, quality personnel, client service, technology and
others.
Should have the ability to create/change/delete calling list, P
TS ADOB 87
completion codes.
TS ADOB 88
Should have the ability to create/change/delete calling list or jobs in P
real time during the shift hours of the operations.
Should have the ability to create strategies, selection and filters and P
TS ADOB 89
jobs or services for campaigns
Should have the ability to create screen popup from both the user P
TS ADOB 90 defined and system defined fields. Specify the system fields, which
should be use in the agent screen popup.
Should have the ability to change job settings like changing P
TS ADOB 91 campaign pace, hit rate, time zone, outbound channel groups on the
fly
Should have the ability of the system to directly upload data into the P
TS ADOB 92
calling list or call table from any OBDC compliant host database.
MIS – Historical Reporting
TS MISHRP 01
All historical reports to be available in daily, weekly, monthly P
aggregations. Support for 15 / 30 minutes and 1 hour reporting
Should support multi-channel reporting for all channels like email, P&F
TS MISHRP 02 click-to-call, web chat, Video call, Social Media response
management, etc.
TS MISHRP 03 Should support tabular and graphical reports P
Inbound / Outbound Contact Centre Channels (all data to be by P
individual queue and aggregated to overall Contact Centre).
TS MISHRP 04
Proposed solution should offer the following data
- Number of inbound calls offered
TS MISHRP 05 - Number of inbound calls answered P
TS MISHRP 06 - Number of outbound calls offered P
TS MISHRP 07 - Number of outbound calls answered by agents P
TS MISHRP 08 - Number of short abandoned calls (less than 10 seconds) P
TS MISHRP 09 - % of short abandoned calls (less than 10 seconds) P
TS MISHRP 10 - Number of abandoned calls P
TS MISHRP 11 - % of abandoned calls P
TS MISHRP 12 - Average time to abandon P
TS MISHRP 13 - Max time to abandon P
TS MISHRP 14 - ASA (Average Speed of Answer) P

TS MISHRP 15 - Average Queue Time P

TS MISHRP 16 - Max Queue Time P
TS MISHRP 17 - Number of Logged-in agents by the hour P
TS MISHRP 18 - Number of agents available by the hour P
TS MISHRP 19 - Number of agents Not Ready (and broken down by reasons) P
Agent Performance (by individual and group both should be P
TS MISHRP 20 provided for the following by the hour)
- Average Talk time
TS MISHRP 21 - AHT P
TS MISHRP 22 - Average ACW P
TS MISHRP 23 - Number of inbound received P
TS MISHRP 24 - Number of outbound made P
TS MISHRP 25 - Number of transfers made P
TS MISHRP 26 - Number of transfers received P
TS MISHRP 27 - Number of consult calls made P
TS MISHRP 28 - Number of internal calls made P
TS MISHRP 29 - Average time to answer P
TS MISHRP 30 - Total Login time P
TS MISHRP 31 - Total Ready Time P
TS MISHRP 32 - Total Not Ready Time (and broken down by reasons) P
TS MISHRP 33 - Agent Utilization P
IVR Report P
TS MISHRP 34
- Number of calls for each language
TS MISHRP 35 - Number of calls received P
TS MISHRP 36 - Number of calls by language selection P
TS MISHRP 37 - Number of calls opted out to agents P
TS MISHRP 38 - Number of calls completed in self service P
TS MISHRP 39 - Transaction count reporting P
TS MISHRP 40 - Calls abandoned in IVR P
TS MISHRP 41 - Transaction Error Detail report P
TS MISHRP 42 - System up and downtime P
Offer searching, ‘drill-through’, ‘drill-down’ and one-click export to P
TS MISHRP 43
Excel, PDF, web pages, XML or CSV
Vendor should provide all out of the box (or default) historical reports P
TS MISHRP 44 available in the proposed solution as “Report Name” and its data
elements.
Vendor should provide detailed reports on IVR AHT, and wait time
TS MISHRP 45
between Voice Gateway/Media Gateway to reach IVR P
MIS – Real Time Reporting

Support for 15 minutes, 30 minutes, 1 hour interval reporting for all P
TS MISRRP 01
inbound agent calls
Support multi-channel reporting for all channels like email, web chat, P
TS MISRRP 02
click to call, Video call, etc.
TS MISRRP 03 Support for tabular and graphical report output P
Contact Centre Report P
TS MISRRP 04
- Number of call waiting in queue
TS MISRRP 05 - Number of calls waiting for skills P
TS MISRRP 06 - Longest Call Waiting P
TS MISRRP 07 - Number of inbound calls offered P
TS MISRRP 08 - Number of inbound calls answered P
TS MISRRP 09 - Number of outbound calls P

TS MISRRP 10 - Number of short abandoned calls P

TS MISRRP 11 - % of short abandoned calls P
TS MISRRP 12 - Number of abandoned calls P
TS MISRRP 13 - % of abandoned calls P
TS MISRRP 14 - Average time to abandon P
TS MISRRP 15 - Max time to abandon P
TS MISRRP 16 - ASA (Average Speed of Answer) P
TS MISRRP 17 - Average Queue Time P
TS MISRRP 18 - Max Queue Time P
TS MISRRP 19 - Number of Logged-in agents P
TS MISRRP 20 - Number of agents Not Ready (and broken down by reasons) P
Agent Performance Report (by individual and group) P
TS MISRRP 21
- AHT
TS MISRRP 22 - Average Talk Time P
TS MISRRP 23 - Average ACW P
TS MISRRP 24 - Number of inbound received P
TS MISRRP 25 - Number of outbound made P
TS MISRRP 26 - Number of transfers made P
TS MISRRP 27 - Number of transfers received P
TS MISRRP 28 - Number of consult calls made P
TS MISRRP 29 - Number of internal calls made P
TS MISRRP 30 - Average time to answer P
TS MISRRP 31 - Total Login time P
TS MISRRP 32 - Total Ready Time P
TS MISRRP 33 - Total Not Ready Time (and broken down by reasons) P
MIS – Billing
All data elements that are inputs for billing based on the pricing P
TS MISBIL 01 method and unit of measurement in the RFP has to be identified,
raw data processed and a final output to be provided monthly
If any raw data elements are used for any report or MIS their source, P
TS MISBIL 02 structure, accuracy and availability in the Contact Centre sub
systems should be clearly indicated and auditable by SBI.
If there are any calculations within the platform to arrive at these P
TS MISBIL 03 parameters, this will have to be clearly explained here as
attachments
The BPO vendor will ensure that accurate auditable Call Details are P
available from all systems for call monitoring and billing of calls. The
BPO will also create a customized Call Detail Record report as per
TS MISBIL 04
specifications from the bank. The CDR report will contain the
following details:-
CLI – Caller line Identification
TS MISBIL 05 DNIS –Dialed number identification P
TS MISBIL 06 Start time of the call: time stamp of when the call started P
TS MISBIL 07 End time of the call : time stamp of when the call ended P
TS MISBIL 08
Start and end time stamps for the call through each individual P
system / treatments (Gateway / IVR / ACD queue etc..)
Digits entered by the caller used to route the call (IVR call collect / P
TS MISBIL 09
ACD call routing)
TS MISBIL 10 End result of the call (answered / busy etc..) P
TS MISBIL 11 Call termination (by caller / by system) P
All information given in this section which is used for MIS billing, will P
TS MISBIL 12 be certified as accurate by technology platform principal, every
quarterly.

Application Development
TS APPDVP 01
Should have the ability to develop and modify applications to best P
suit the requirements mentioned in this proposal
Should have the ability to built in and overcome any gap in P
TS APPDVP 02
functionality and areas of customization
Should have the expertise to develop all custom applications either P
TS APPDVP 03 internally or through a specialist. They have to be CMMi Level 3 or
above Certified. Provide evidence of these
Should have the expertise to develop IVR self-service application P
TS APPDVP 04 either internally or through a specialist. They have to be CMMi Level
3 or above certified. Provide evidence of these
TS APPDVP 05 Should have the expertise to develop CTI applications P
TS APPDVP 06 Should have the expertise to develop custom desktop application P
Should have the expertise to integrate to all specified backend P
TS APPDVP 07
systems of SBI as specified in the RFP
All proposed application should be stress tested for the load P
TS APPDVP 08
specified by SBI
TS APPDVP 09 All stress test results should be made available to SBI on request P
All necessary certification required for respective applications should P
TS APPDVP 10
be provided to SBI on request
All applications will be subjected to audits as defined by SBI, these P
TS APPDVP 11
audits will either be done by SBI or any external experts
TS APPDVP 12
Should have a strong team to support all necessary applications P
proposed in the solution
Should have internal expertise to develop the portal / application as P
TS APPDVP 13
per the specifications of the RFP
TS APPDVP 14
BPO to ensure that the agent desktop machines are adequate to run P
all the required applications without performance issues
Desktop Application – Agent

SBI has multiple back end applications like Lead Management
System, Complaint Management system, Pension system,
Knowledge management system etc. Interface to these are through
TS DAA 01 web services. Vendor should provide a desktop application that P
provides a single sign on to all these applications. Please refer to
RFP for backend host details .Please see section 3.2.2 in the RFP
for more details on current applications
The agent desktop application should be a pure web based P
TS DAA 02 application with user access rights, multiple roles, etc.
The agent should use the single desktop application to login to all P
these applications, click on these tabs to navigate through different
applications. NOTE: All transactions and screens that agents
TS DAA 03
navigate on these backend applications only, the custom application
is not expected to build all these. It is required at time of
implementation or start of migration
The desktop application should provide soft phone functionality P
TS DAA 04 embedded in the application
The desktop application should provide login and logout reports that P
TS DAA 05 are time stamped for each user
The desktop application should be able to record all interactions with P
sufficient details and provide complete interaction history of the
TS DAA 06 callers pulled across multiple channels. Whenever a caller having a
history with Contact Centre interacts , his interaction history has to
be popped in the application
Agent should have call control capability on desktop to control uses P
TS DAA 07
of their phone:

TS DAA 08
Desktop application should allow agents State Control (Ready, Not P
Ready, Login, Logout, Work Mode)
Telephony Control (Answer, Hold, Transfer, Conference, Make Call, P
TS DAA 09
Release) should be provided
Agent should be able to see real-time statistic information on P
followings in screen
TS DAA 10
- Agents should be able to see the real time status of their group
and supervisor
TS DAA 11 - Number of contacts serviced by the agent since login time P
TS DAA 12 - Average Handle time P
TS DAA 13 - Monitor service queues and longest waiting time in each queue. P
TS DAA 14
- Total and Average time spent in each agent state (Ready, Not P
Ready, Talking, Work Mode)
TS DAA 15 - Agent can Chat (Presence) P
- Able to deploy agent desktop in an environment where Firewall P
TS DAA 16
are required to connect back to central location.
The desktop should present Agent with reason codes to select when P
TS DAA 17 Agent chooses to temporarily go to “Not Ready” state. The system
should keep this statistic and able to view in historical reports.
TS DAA 18
When Agent is being silent monitored, system should have an option P
to notify agents that they are being monitored.
The agent desktop should have the ability to view MS office P
TS DAA 19
document and Acrobat document
Desktop Application – Supervisor
TS DAS 01
Supervisor should have call control capability on desktop and soft P
phone embedded
- Telephony Control (Answer, Hold, Transfer, Conference, Make P
TS DAS 02
Call, Release)
TS DAS 03 - Quality Control (Silent Monitoring, Barge-in, Intercept, Whisper) P
- Agent State Control (Ready, Not Ready, Work Mode, Wrap mode, P
TS DAS 04
Hold mode Logout)
Supervisor should be able to send one-way text messages to their P
TS DAS 05 teams through communication messenger. All agents in the same
team should receive same message concurrently.
TS DAS 06 Real-time Queue Statistics of agents, skills, groups P
Real-time team statistics: Presents the details of each individual skill P
TS DAS 07 group, such as how many calls have been handled with its average
talk time, average speed of answer, oldest call in queue.
Real-time agent statistics: presents the real time state of the agents P
on the selected team who are currently logged into the ACD. The
TS DAS 08
state should show agent performance, i.e. number of calls handled,
average talk time.
TS DAS 09
Real-time agent state: presents the status details for each agent on P
the team, i.e. Ready, Not Ready, Reason Code.
Real-time agent vs. team statistics: display presents the P
TS DAS 10 performance details for the agent and compares them to the
performance details of the team.
Solution should support data provision to display information P
(supervisor dashboard) on the LCD TV. The fields that will be
displayed should be: Skill name, # agents logged-in, # of agents
TS DAS 11 Ready, SLA%, Calls in queue, Longest call waiting in queue,
maximum calls queued, calls offered, calls answered, calls
abandoned, Average talk time, Average hold time, Average wrap-up
time. This details is required queue wise
TS DAS 12
Should provide single agent interface to handle all media channels P
like voice, emails, outbound calling, SBI core applications etc..

The information presentment to agent desktops should be P

comprehensive and information gathered from various sources such
TS DAS 13
as ACD/PABX, IVR, Databases and any other applications should
be able to be presented to the agents.
The proposed system should provide an interface from the Contact P
Centre Agent desktop application to SBI’s Lead Management
System, Complaint management system, Pension System, Multiple
TS DAS 14 Debit Card Management systems, Script Management Systems to
enable agents to access banking transactions, credit card and debit
card transactions etc. These integrations will be any of the following:
direct, API, Web Services ESB JBI SOA environment etc.
This agent desktop application should be a full featured web based P
TS DAS 15 application. Agents should use standard Web browser to access the
Agent Desktop Application without any additional software or plug-in.
Web based Agent desktop application should have the following: P
TS DAS 16
Agent Login
TS DAS 17 Agent Logout P
TS DAS 18 Get/set agent status P
Auto answer (This should be able to be set selectively for agents. i.e. P
TS DAS 19
One agent might have auto answer while another might not)
TS DAS 20 Answer/Hang up P
TS DAS 21 Make a call P
TS DAS 22 Hold/retrieve P
TS DAS 23 Transfer (single step/consultative) P
TS DAS 24 Conference (single step/consultative) P
Ability to view agent and VDN queue status before initiating a call P
TS DAS 25
transfer.
AUX reason codes/Logout reason codes configurable by call centre P
TS DAS 26
administrator.
Some of the Main features that should be in the agent desktop are P
TS DAS 27
CTI integrations to
TS DAS 28 - Billing System P
TS DAS 29 - Outbound Call Handling System P
TS DAS 30 - Reporting Module should be available P
- Information presented from integrated resources in the call centre P
TS DAS 31
(PABX/ IVR/ Logger)
TS DAS 32 - Email with attachment P
The application shall provide streamlined contact management and P
TS DAS 33
provide a single view of a contact’s entire complete cycle.
All customer information shall be immediately available on-screen, P
TS DAS 34
with a quick drill-down to details.
The agent desktop application should support multiple contact P
TS DAS 35
appearances.
The application shall support query by any field, i.e. the agent can P
TS DAS 36 enter available data in any field on any screen and click Search. E.g.
Account Number, Phone Number, Email ID, Username etc.
The application shall include an integrated knowledge base, which P
TS DAS 37
will allow agents to easily search and retrieve documents.
The application shall support automated escalation through the use P
TS DAS 38 of on-screen alerts, e-mails, to keep parties involved informed about
what is happening with the customer.
The application should be able to be quickly and easily customized P
TS DAS 39
to meet SBI’s business processes and requirements.
The application shall include letter generation, which will allow P
TS DAS 40 agents to work with pre-scanned documentation to provide forms,
letters, templates and template packs.
The agent desktop application should provide the necessary data P
TS DAS 41
entry facilities to enter wrap-up information such as contact reason,

contact numbers, contact type etc.
Knowledge Management
Knowledge management system should allow for role based access P
TS KNO 01
to the system
TS KNO 02 The knowledge management system should enable agents to look P&F
into the FAQ / FLR database to answer customer queries
The knowledge management system should allow agents to add to P&F
TS KNO 03
the FAQ / FLR on any new queries that are raised by the customer
The knowledge management system should enable agents to P
TS KNO 04 search based on simple English and key words to help in addressing
customer queries.
Knowledge management system should enable agents with a quick P&F
TS KNO 05 and easy access to multiple data sources including files,
attachments process, FAQ / FLRs etc..
Knowledge management system should enable agents to ask the P
TS KNO 06
right questions based on a call guide kind of interface
The knowledge management system should guide agent through a P
conversation with the customer, prompting them with specific
TS KNO 07
questions and responses to get to the heart of the issue and its
resolution.
Knowledge management system should enable agents to retrieve P
TS KNO 08
product-specific information
Knowledge management system should have a good reporting P
TS KNO 09 module that provides insights on the usage, new additions, gaps
etc..
It analyses and organizes thousands of user questions so that P
TS KNO 10 valuable feedback can be shared within the Contact Centre and
across the enterprise.
SBI will provide a set of questions that has to be administered to P
agents through the desktop application. Agents will have to answer
TS KNO 11
these questions on a regular basis to evaluate their knowledge of
SBI products, services, queries etc..
Work Force Management

The solution should provide ease of use and ease of administration P
TS WFM 01
in the following areas:
TS WFM 02 - Facilitate navigation for users P
- Provide single-user log-on capability for agents across the suite of P
TS WFM 03
products
TS WFM 04 - Provide information to supervisor through interface P
TS WFM 05 - Provide role-appropriate interfaces P
The solution should facilitate in enhancing productivity of agents and P
TS WFM 06
support agent satisfaction like:
TS WFM 07 - Ability to support entry of agent information (hire date, skills etc.) P
- Ability to support synchronization with CRM HR and other relevant P
TS WFM 08
backend modules of HR
TS WFM 09 - Ability to accommodate remote agent to access the system P
TS WFM 10 - Ability to support agent schedule preferences P
- The browser should specify agent preferences for agents to P
TS WFM 11
administer themselves
TS WFM 12 - Allow agents to prioritize their shift preferences P
- Application should have browser based capability to support shift P
TS WFM 13
bidding for agent and supervisor access
- Provide notification to agents on status of request for schedule or P
TS WFM 14
vacation (approved / not approved etc)
- Ability to provide individual and organizational (including team) P
TS WFM 15
scorecards to measure productivity

TS WFM 16 - Ability to measure agent / group performance P

TS WFM 17
Ability to enable agent scheduling, cancelling, changing and P
updating of time and preferences through a web interface
Ability for agents to submit various types of time off (e.g. sick, P
TS WFM 18
maternity leave, personal holiday, etc.)
Ability to automatically approve or deny time-off requests based on a P
TS WFM 19
set of rules
TS WFM 20 Ability to do short term & long term resource planning P
TS WFM 21 Ability to provide modelled forecasts based on: P
- Historical Patterns – Ability to create/update trends on a yearly, P
TS WFM 22
monthly, daily and interval basis.
- Budget – Ability to generate “what if” and trend analysis with P
TS WFM 23
regards to budget concerns such as, labour costs, revenue, etc.
- Staffing – Ability to generate “what if” and trend analysis with P
TS WFM 24
regards to goal /staffing changes
TS WFM 25 Ability to suggest staffing profiles for a given forecast P
- Should have the capability to do long term planning by P
TS WFM 26 analysing z multiple agent skill mixes & calculating the short-term
and long-term costs
- Ability to view multiple planning scenarios at once and capability to P
TS WFM 27
easily switch back and forth between multiple scenarios
- Should be able to handle different service levels for immediate P
TS WFM 28 queues like voice, deferred queues like email and postal mail and
blended queues
- Sources of shrinkage to be detailed and calculated differently for P
TS WFM 29
different staffing profiles
TS WFM 30 - Ability to compare different staff groups and analyse cost efficiency P
- Planning tool to take into account revenue generated per call to P
TS WFM 31
avoid staffing optimization solely on cost
- Ability to automatically determine optimal staffing plan based on P
TS WFM 32
desired service level goals
TS WFM 33 - Ability to assess overtime hours needed to meet service levels P
TS WFM 34 - Ability to export planning scenarios to MS Excel for analysis P
- Ability to import from Forecasting & Scheduling application or a flat P
TS WFM 35
file
- Ability to assist in capacity planning by showing the number of P
TS WFM 36
physical seats needed based on the FTE requirements
- Ability to guide on what skill sets are needed to serve the P
TS WFM 37
customers most appropriately
Ability to generate most optimal forecast while incorporating season
TS WFM 38
ability factors
P
TS WFM 39 - Ability to forecast for a queue or by group P
TS WFM 40 - Ability for the user to define group parameters for forecasting P
TS WFM 41 - Forecasts to be saved as custom profiles P
TS WFM 42
- Ability to take specific period (e.g. Diwali) and apply it to future P
forecasts (e.g. marketing campaigns)
TS WFM 43 - Ability to import/export data P
- Should accurately forecast in a single skill-based or multiple skill- P
TS WFM 44
based routing environment
TS WFM 45 - Ability to forecast for multi-media channels P
- Should provide forecasting capabilities to meet both central and P
TS WFM 46
local requirements
TS WFM 47
- Ability to forecast based on productivity/proficiency levels of P
individual agents and of skill groups
TS WFM 48 - Ability to produce all the above using multi skill P

TS WFM 49 - Should be able to input shrinkage estimates P

Scheduling engine to take into account varying agent proficiencies P
TS WFM 50
and individual skill levels and skill priority
Ability to model schedules based on the agent’s needs and P
TS WFM 51
requirement (i.e. working mothers, students, carpooling etc)
TS WFM 52 Ability to schedule agents as a team P
TS WFM 53 Should supports true skills-based scheduling P
Creation of one weekly schedule that encompasses multiple start P
TS WFM 54
times and shift durations on different days
Should define schedule spans and break parameters or non-work P
TS WFM 55
activity
TS WFM 56 Should schedule activities at a minimum of 15-minute increments P
Ability to generate project time, optimize work breaks, designate P
TS WFM 57 exceptions, and generate meetings to fit the best time with regards
to call volume
TS WFM 58 Ability to test current schedules against future call volume trends P
TS WFM 59 Ability to optimize existing breaks through scheduling process P
TS WFM 60 Ability to export schedules P
Ability to generate expected service levels with associated schedule P
TS WFM 61
runs
Ability to approve agents out of adherence without changing the P
TS WFM 62
original schedule
Should calculate agent adherence to schedule, taking out the P
TS WFM 63
approved exceptions
Should provide reports with detailed information on who is out of P
TS WFM 64 adherence, when they were out of adherence and whether their
manager or supervisor approved it
Alerts to be automatically sent to agent and supervisor, through any P
TS WFM 65
medium, if agent is out of adherence for a predefined set of time
Should provide flexibility to overwrite and re-assign breaks within an P
TS WFM 66
actual timeframe
Ability to receive and process data from multiple switches /ACD’s P
TS WFM 67
/EPABX’s types
Should provide a quick view of all agents and their real time status. P
TS WFM 68
The length of time in that status
TS WFM 69 Ability to view agents by supervisor P
Ability to see a daily view of agents’ specific adherence throughout P
TS WFM 70
the day.
TS WFM 71 Ability to look back on previous days’ adherence to schedule P
Ability to clearly see in “real time” (up to the minute) agent actual P
TS WFM 72
adherence compared to scheduled activities
Ability to see an intra-day view of agents’ actual adherence P
TS WFM 73
compared to scheduled activities
Should provide visual notification/alert when user-specified P
TS WFM 74
parameters are out of range
TS WFM 75 Should provide capability of real time and historical reporting P
Ability to set security access on reports so only the appropriate users P
TS WFM 76
have access to the information
Ability to publish reports so that others in the organization can review P
TS WFM 77
information that is pertinent to them
TS WFM 78
Support multi-contact environment and integrate with other functions P
of the business (web, email, voice, back office, etc)
TS WFM 79 Should set up an email service level P
TS WFM 80 Should handle email backlogs P
Offer sufficient tenanting for security and ease of use to manage P
TS WFM 81 multiple customer interactions-If more than one entity of SBI is
managed in the WFM

Agents be assigned to support all tasks including multimedia/back P

TS WFM 82
office, etc
TS WFM 83 Track non-phone activities, such as back office work P
TS WFM 84 Scheduling non-phone activities P
TS WFM 85
Ability to integrate and/or extract data from multiple sources from all P
major Contact Centre platforms.
TS WFM 86 Offer a centralized data repository & a central reporting format P
browser-based application so only an Internet browser is required on P
TS WFM 87 each employee’s desktop, avoiding upgrades to employees’
desktops
Should provide Scorecards for all types of employees /roles with role P
TS WFM 88
appropriate KPIs
Ability to create customized scorecard for new employees to P
TS WFM 89
measure learning and productivity
Should provide scorecards that clearly indicate actual performance P
TS WFM 90
vs. goals vs. internal peers
TS WFM 91 Show trends based on historical performance P
TS WFM 92
Scorecards to be automatically updated from the integrated data P
sources on a daily basis
TS WFM 93 Should allow for user-definable reports P

Annexure-D
Bidder Details
Details of the Bidder

S. No. Particulars Details
1. Name
2. Date of Incorporation and / or
commencement of business
3. Certificate of incorporation
4. Brief description of the Bidder including

details of its main line of business
5. Company website URL
6. Particulars of the Authorized Signatory of

the Bidder
a. Name
b. Designation
c. Address
d. Phone Number (Landline)
e. Mobile Number
f. Fax Number
g. Email Address
Signature and Seal of Company
Marginal Comment:
Bidder shall appoint an experienced Project Manager dedicated to the project

execution. The Bidder should provide CV of Project Manager that demonstrates
proven experience in executing projects similar in scope and complexity.


Annexure-E
Scope of Work
Note: Detailed requirement of Services, support etc. may be given below.
1.1 About SBI
State Bank of India (SBI) is the largest Bank with a network of over 24000 branches
spread across India as on 01.04.2018. The Bank also has presence in 39 countries
across the globe with 199 offices. The Bank offers wide range of products and services
to both Corporate and Retail Customers. The Bank also has one of the largest network
of more than 59,000 ATMs spread across geographical locations with a customer base
of over 50 crore. Bank also provides services to its customers through alternate channels
such as Internet Banking, ATM-cum-Debit Cards, Mobile Banking, Mobile Wallet, YONO,
etc. Infrastructure and Integration managed in-house. To expand further reach, Bank is
also forging ahead with cutting edge technologies and innovative new banking models.
Contact Centre of SBI is one channel to provide efficient service to its customers and is
expected to declutter the branches by providing many financial /non-financial services.
Bank started offering Contact Centre services to its customers in August 2005 through
an outsourced 24*7*365/366 Contact Centre setup at Bengaluru. The Contact Centre
gained substantial customer acceptance in the following years with a significant year-on-
year growth in call volumes. To have a focused approach and robust performance
mechanism, with increase scale of Contact Centre services, SBI introduced a Contact
Centre team in December 2009, based out of Vadodara, to manage the Contact Centre
channel along with an outsourced 24*7*365/366 Contact Centre set up. Two more
centers of outsourced Contact Centre were added in Agra in 2013 (24*7*365/366) and in
Kolkata in 2014 (07.00 IST to 21.30 IST). The Contact Centre gained substantial
customer acceptance in the following years with a significant year-on-year growth in call
volumes. Contact Centre receives calls from Two Toll Free Numbers (TFNs) and one
Toll number, provided by BSNL and MTNL. A facility of providing services to NRI Clients
has also been enabled in 20 countries by providing 19 International Toll Free Numbers
with the support of Airtel and TATA. Services to SBI, SBI Mutual Fund, Pension, GST,
SBI Credit Card, ETC, PMJDY and ITRO (Income Tax Refund Order) are provided by
same Contact Centre with separate toll free numbers & PRI lines, completely partitioned
in the infrastructure. The IVR tree, skill group reporting operational service levels and
invoicing for each entity are taken care of separately by respective entities. Contact
Centre on an average is handling call volume of 1.50 crore calls per month, of which
66% of the calls end under the self-service mode (IVR). Over and above this, the
Contact Centre also make Outbound Calls for various products of the Bank and its
Affiliates (SBI Mutual Fund, SBI Credit Card, SBI Exclusif, etc.) with an outgo of 6,50,000
calls per month on average apart from responding to emails landing on its mail id with a
monthly average of about 25000 mails. As the current contract with existing bidder is
falling due shortly for renewal, bank now intends to have a state-of-the-art Contact
Centre, partially Outsourced (Hybrid) Contact Centre suited to Bank’s requirement.

Introduction to Project
The purpose of this Request for Proposal (RFP) is to identify a bidder qualified to provide
Contact Centre services to support SBI, and affiliates, with Customer Interaction
Management services like Inbound & Outbound Automated (IVR) calls, Inbound &
Outbound Agent assisted calls, multichannel services like email (Initially automation by
robotics has started on pilot basis), chat-bot, SMS, web-chats and advanced Contact
Centre services, with state-of-the-art facilities for domestic & international customers.
Email and Chat-bot services are only in English as of now. The same could get modified
as per requirement.
The purpose of this RFP is also to convey expectations of the Bank about technology
and business processes that will be required, service and quality levels that will have to
be maintained throughout the transition and operation of the proposed Contact Centre
services. SBI also proposes to use the new outsourced Contact Centre for any new and
advanced technology e.g. Video call, web-chat, social media, etc. enabled services, to
be deployed as and when SBI deems fit.
“Contact Centre should be the backbone of Digital banking platform of the Bank.”
1.2 Project Objective & Scope
1.2.1 Objective:
SBI is extending customer service through various delivery channels including Contact
Centre which is considered as a very powerful channel both to the Bank and its
customers. The Bank is currently providing Contact Centre services to its customers
through an outsourced BPO service provider. Considering the imminent expiry of the
contract period with the existing BPO service provider, SBI has decided to invite BPO
service providers (herein after referred to as “Bidder”), to participate in the bidding
process of selecting an outsourced BPO (Hybrid) for its Contact Centre operations.
1.2.2 Scope
This Contact Centre would be a partially outsourced – Hybrid Model (CRM will be
provided by the Bank and also there may be Bank’s staff – Relationship Manager – to
attend to such escalated calls, where the resolution is not available with the escalation
matrix of the Vendor). Till the time the Bank’s CRM is ready, the Bidder to provide its
own CRM application that is to be owned and managed by the Bidder. Bank is also
contemplating to have it’s own Knowledge Management System (KMS), going forward.
The Vendor to use its own full-fledged KM tool initially till the banks KM tool is in place.
The Bidder should setup all required infrastructure for operation of an outsourced
Contact Centre. This Contact Centre will operate from bidder’s premises.
SBI proposes to use outsourced Contact Centre model for providing assistance and
ease of access to its existing & prospective customers by migrating all the services from
existing Contact Centre to the new outsourced Contact Centre, if need arises. SBI also
proposes to use the new outsourced Contact Centre for any new and advanced

technology (Video call web-chat, social media, etc.) enabled services, to be deployed as
and when SBI deems fit.
2 Qualifying Criteria
The bidders who satisfy and comply to the below said criteria are eligible to respond to
this RFP:
For Qualifying or Eligibility Criteria, please refer to Point no. 5 of Part-1 and Annexure –
B.
3 Scope of work
SBI is seeking to outsource its Contact Centre functions by partnering with a

bidder with a scalable business model that focuses on timely responsiveness,
outreach, state-of-the-art customer service and a quality assurance
methodology that results in increased customer satisfaction. The Contact
Centers must be located at minimum four centres covering each Zone, as
under:
i) North Zone out of Jaipur / Gurgoan or Noida / Agra;
ii) South Zone out of Chennai / Hyderabad / Bengaluru;
iii) West Zone out of Mumbai (including Navi Mumbai) / Pune / Vadodara; and
iv) East Zone out of Bhuvaneshwar / Kolkata.
The minimum number of seats at one location to be 300 (in one premise), with a
minimum total capacity of 1800 seats. Care to be taken to cater to the DR needs
of all the languages. Depending upon the increase in call volumes, the Bidder
should provide additional seats / agents to cater to the calls, without any
additional cost to the Bank, except that for the attended calls on Per Connect
Minute basis. The necessary infra need be provided at their own cost, as per
forecast. The Bank reserves its right to move / change any location in future, if it
decides so, with mutual consent, at no extra cost to the Bank..
The Bank expects that the number of sites could increase further, considering the
anticipated increase in Inbound/ Outbound calls.
The bidder will progressively add new locations as and when the Bank decides so,
keeping in mind call carriage cost and spread into different linguistic zones. The
additional centers proposed must be such wherein the call volumes of regional locations
be catered to conveniently, Seismographically stable, with accessibility. The decision of
the Bank in this regard, would be final.
.
The bidder will be responsible for the day-to-day operations, including but not limited to,
the hiring, training, and management of the Contact Centre technology (except CRM that
will be provided by the Bank), resources and premises. The Contact Centre must
operate 24x7, 365/366 days.
The selected bidder will provide state-of-the-art Contact Centre services to SBI, its
banking or non-banking subsidiaries, or JVs, to create a competitive advantage. It
should be noted that quality service delivery is essential to an acceptable solution; cost
effectiveness will be a criteria in the selection of the successful bidder.
The below-mentioned basic requirements would need to be provided:

 The required infrastructure like sizing of IVR/ VXML ports/ PRI lines etc.
depending on the call volume levels.
 State-of-the-art platform (that follow internationally best practices) on which
Contact Centre should function are in use in the Domestic Voice Call Centers in
India. The Bank may call for the certificate / proof to this effect.
 100% Call recording (voice + screen) is required.
 Conceptualise the right-sizing difference between CVP and VXML ports. The
cases where CVP/VXML ports will be busy and instance when it get free to
receive next call.
 Ensure effective performance management of the Contact Centre through right
reports and on cost reduction and productivity improvement opportunities.
 CRM will be provided by the Bank, with regular updation, reporting requirements being
taken care off. Till the time the Bank’s CRM is ready, the Bidder to provide its own CRM
application that is to be owned and managed by the Bidder. The Bidder should provide
APIs for integration and the integration with the other technology platforms need to be
taken care by the Bidder. For integration with CRM, the API should be in java script or
.net (dot net) on the technical area. The Bidder is required to support developmental
activities to be carried out w.r.t. API understanding, developmental support, if any, and
issue trouble shooting, etc. Further, the Bidder must inform the Bank of any changes in
APIs, undertaken at any point during the currency of the contract, till termination. Vendor
should have the technological capability to ensure integration of Bank’s CRM with ACD /
IVRS. Similarly, Developmental and Test environment (Hard phones, separate PRI
Lines, etc.) to be arranged by the Bidder.
Bids submitted in response to this RFP must comply with all stated laws and statutory
regulations under Indian Law/ RBI/ Govt. of India directives/ IBA / DOT / IRDA / RTI Act /
IT Act, related to the management and operation of Contact Centre for banking
institutions, including but not limited to, Information Security, Outsourcing Activity,
Submission of Evidences, and maintaining Privacy, through the Life Cycle of
engagement. The selected Vendor must ensure compliance of all these parameter,
failing which the Vendor would be liable to make good the loss(es), as mentioned under
Penalties.
The Inbound services are provided through an array of applications maintained at GITC,
Mumbai of the Bank and access at the Contact Centre is available with read-write rights
with operator privilege. Besides, integration with SBI’s backend applications, the desktop
application will need to have the capabilities as defined in all the relevant sections of the
RFP eg. Customer Interaction History. Analysis to be done by the Bidder to differentiate
between HNI customers (customer call land on IVR, IVR will capture customer CLI and
verify in bank DB via integration by invoking API to check whether the customer is HNI or
not) to ensure faster / best services (skill-wise routing), leveraging of CRM & YONO
functions, etc.
The current applications can be integrated with following means: 1. http/https request 2.
Web services 3. Middleware 4. DB access. 5. ISO 8583, etc.. Bidder should be open to
adopt new interfaces in future as and when required. Also please refer to all relevant
sections in the RFP.
All the SBI applications are available on SBI Network only.

Single Sign on service is presently implemented for integration with Bank’s various
applications. The vendor needs to provide the same.
3.1 Service Scope

The scope of services, State Bank of India seeks through this RFP is Banking Contact
Centre Service including, but not limited to, Call Carriage, Personnel, IT systems
(OCAS, SBI Buddy, YONO, etc.), Technology, Premises and any other infrastructure or
service required to deliver Contact Centre services as per enlisted service scope in this
section.
The services to be delivered will be as follows:

(a) Migration of existing Contact Centre services as defined in section 3.2
‘Operational set-up’ in this document and also detailed below:
- Migration of existing Contact Centre Channels:
o Voice (DTMF) (IVR & Agent)
o Email
o Outbound
Migration of any new services started in the existing set-up in the interim.
(b) Introduction of new Inbound and Outbound services based on internal approval
from SBI businesses; like:
- Inbound services:
o Bill payments, Conversion of Account Type, mobile top-up, SMS
Alert, ATM Card Request (New and Replacement), etc.
- Outbound services:
o Business – lead generation – Up-sell, Cross-sell.
o Customer – customer survey (automated IVR & Agent-assisted)
o Customer life cycle management calling – Verification call, Fresh
loan disbursement call, retention call etc.
(c) Providing English + 22 languages (12 at launch and remaining later) as per the
eighth schedule of the Indian Constitution (as per availability) as mentioned
below for agent and IVR (in ascending order):Immediate at launch:
Language Approx. share in calls (%)
Hindi 66-67
Telugu 7-8
English 6-7
Tamil 3-4
Bengali 3-4
Marathi 3-4
Kannada 2-3
Oriya 2-3
Malayalam 1-2
Gujarati 1-2
Assamese 1
Punjabi 1
The Agents must have the capability to handle at least two languages, so that the idle
time is reduced.

Later (As and when found feasible by SBI), these languages need to be catered to:
o Bodo
o Dogri
o Konkani
o Maithili
o Nepali
o Sanskrit
o Santhali
o Sindhi
o Urdu
o Kashmiri
o Manipuri
Calls are received through ITF Numbers (19) catering to 20 countries namely USA, UK,
Bahrain, New Zealand, Japan, Australia, Belgium, Canada, Germany, Italy, Netherlands,
Singapore, France, Hong Kong, UAE, Russia, South Africa, Saudi Arabia, Oman and
Qatar. At present, Foreign Office SBI (UK) is being catered to from our Contact Centre.
English - neutral / specific accent language support required for handling the existing /
proposed foreign offices. There are similar plans to bring in one or more of such foreign
offices to be serviced at this Contact Centre.
(d) Servicing SBI Mutual Fund, SBI Credit Card, SBI Exclusif, and any other tele-
marketing service, already in use at Bank’s Contact Centre.
- Services to ITRO, GST, ETC, etc. will be included in SBI Contract.
- Services to SBI subsidiaries/JVs (SBI Life, SBI General, etc.), will be
through a Change Request Process as and when decided by SBI. The
price for the service under ‘Change Request’ will be mutually agreed upon
between SBI and the selected bidder.
(e) Providing Contact Centre services through advanced Contact Centre technology,
as and when SBI is ready to introduce them:
- Video Call
- Email outbound (automated)
- Social Media (face book, twitter, etc.)
- IVVR
- Virtual Agent
- Multimodal
- Visual IVR
- Speech Analysis
The process would be as per the Change Management Process, as defined vide
Section 3.5.5 of Annexure- E. The price for the service under ‘Change Request’
will be mutually agreed upon between SBI and the selected bidder.
The services to be delivered will be as per the broad definition in this section
‘Scope of Work’, and other future plans as specified under Section 3 to be
catered to when the Bank is ready for it, but not limited to, the detailed functional

and technical specifications as per Annexure C1 and C2, and all other related
instructions, scope, terms & conditions and timelines as described in this RFP.
E-Mail manager is to be made available by Bidder as mentioned in the relevant
section in the RFP. Currently, there are a few standard response templates
available.
(f) Processing, printing & dispatching of Account Statements and other certificates
as and when SBI is ready to introduce this service. The price for this service will
be mutually agreed upon as and when SBI decides to introduce it. At present,
SBI is carrying out the printing and dispatch of statements / certificates.
(g) The Bidder is also expected to capture customer complaints related to Contact
Centre services, log them, track them and resolve them satisfactorily. At present,
there is only capturing of complaints / requests /services. However, this is
expected to commence shortly upon integration with the Bank’s CRM. Till the
time the Bank’s CRM is ready, the Bidder to provide its own CRM application that
is to be owned and managed by the Bidder.
3.2. Current Set-up
(A) Operational:
SBI currently operates its Contact Centre Services through outsourced model, out of four
sites, Vadodara, Bengaluru, Agra on a 24X7*365/366 basis and Kolkata between 07.00
IST to 21.30 IST, catering to Indian Domestic, Indian NRI and SBI Foreign Office
customers.
Contact Centre receives calls from Two Toll Free Numbers (TFNs) and one Toll number,
provided by BSNL and MTNL, one TFN from Tata (P.O.C.) exclusively for J&K, and is
backed by 90 PRI lines at Bengaluru and 90 PRI lines at Vadodara. A facility of
providing services to NRI Clients has also been enabled in 20 countries by providing 19
International Toll Free Numbers with the support of Airtel and TATA. Services to SBI,
Pension, YONO, GST (all Inbound) and for Outbound, SBI Mutual Fund, SBI Credit
Card, ETC, PMJDY and ITRO (Income Tax Refund Order) are provided by same Contact
Centre with separate toll free numbers & PRI lines, completely partitioned in the
infrastructure. The IVR tree, skill group reporting operational service levels for each LoBs
are taken care of separately by respective entities.
The Contact Centre services the customer through Voice Self-Service, Agent Assisted
Service and e-mail. The Contact Centre sites work as a DR set-up for each other
including language skills. Two sites are multi-skilled and handle all the bank’s
interactions, with the other being BCs. Separate skills have been created to handle 12
languages such as Assamese, Bengali, English, Gujarati, Hindi, Kannada, Malayalam,
Marathi, Oriya, Punjabi, Tamil, and Telugu, as per the language availability at the Centre.
Agents have also been segregated into skills based on the services the Contact Centre
provides. Contact Centre functions on a single Queue of language, to ensure resource
across all centers are utilised to reduce customer wait-time.

At present, the Contact Centre receives more than 160 lakh calls of which over 42 lakh
calls are being handled by agents. Customers get their account balance & details of last
five transactions on IVR through TPIN / Phone Banking.
Services available at Contact Centre (Inbound) are:
● Account Information – Balance and last 5 transactions.
 ATM and Branch details
 ATM Services/ Debit Card services.
 Debit Card Hot-listing
 Debit Card Tracking
 Income Tax Refund Order (ITRO) Enquiries
 Phone banking
 Debit Card PIN generation
 PMJDY
 Prepaid Card Services
 Funds Transfer
 Pension Account
 Product Enquiries/ Information and Lead Management
 Internet Banking & Mobile Banking Enquiry
 Mobile Wallet services
 Complaint Management System
 Payment Tracking system (RTGS/NEFT/ GLS/SWIFT)
 Electronic Toll Collection Tag
 Daily rates of Gold, Forex rates, list of Holidays, EMI calculator, etc.
 ETC
 GST
 YONO
The Contact Centre is offering the following services (Domestic/Global) to the
Customers:
● Enquiry on Account Balances & last 5 transactions
● Status of Debit /ATM Card & related services including hot-listing of cards
● Enquiry on Products and Services
● Pension Enquiry
● Payment tracking of NEFT/RTGS transactions
● Capturing of business leads with end to end tracking
● Capturing of Complaint with end to end tracking
● Trouble shooting on Internet and Mobile Banking
● IT Refund Order Status
● Daily rates of Gold, Forex Rates, Branch/ATM locater, list of holidays, EMI calculator
etc.
● Pre-paid Card
● OCAS (Outbound Customer Acquisition Solution)
● Capturing of business lead LMS
● SBI Buddy (Bank’s app like wallet, for shoring funds and use when required.)
● HNI Services

● LCS – Loan Collection System

● Click to Call
● E-mail services
● Mobile Number up-dation through Contact Centre
● Green Pin Generation
● Creation of FDs.
● Cheque book, TDS and Deposit Interest Certificate request
● Home Loan / Educational Loan interest Certificate through Phone Banking
● Mobi Cash
● Stop Cheque Services
● Last five transaction through SMS
● Quick Balance enquiry
● Phone Banking registration de-registration
● TPIN Generation / resetting
● ETC Toll
● GST
● YONO
● SBI (UK).
At present, the Contact Centre provides services to SBI (UK), our foreign office. The
calls of SBI (UK) are being catered to and the Bidder must take care of all the legal
matters of UK, as well as other countries as and when new offices are added. Separate
legal issues and compliances covering these countries will have to be met in this regard,
and separate documents, if required, need be entered into.
The following services are available under Outbound Process:

 ABL Leads
 Call Back Manager
 Credit Card Lead generation
 DSAT Calling
 Retail / SME Leads
 Soft Recovery – AUCA / NPA
 Updation of Mobile Number (Internet Banking)
 Click to call
 YONO
 Welcome Calling
 Cross-selling
 OCAS (Outbound Calling for Online Customer Acquisition Solution for completing
the partially filled-up applications for Home / Auto / Personal /Global Ed-Vantage
loans.
 SBI Mutual Fund.
 High Net worth Individuals (HNI) / Wealth Management / Lead Generation.
All the above-stated services are to be migrated, as stated in 3.1.

The following foundations are available now:
Quick response of calls – 90% calls answered within 10 seconds for priority /
International / ITFN and 90% calls answered within 20 seconds for other customers
(Domestics).
Efficiency enablers for agents – user-friendly desktops, single screen view, updated
knowledge base
Real-time monitoring of Agents calls– by Supervisors and call barge-in facility.

Daily briefing and Team Huddle.
Below is the snapshot table of operational set-up & performance parameters, of SBI’s
current outsourced arrangement for Contact Centre. It includes information on volumetric
details, agent skills and operational KPIs.
Parameter Current Operations
Current sites 4 sites. Bengaluru, Vadodara, Agra and Kolkata
Languages Hindi, English, Bengali, Oriya, Punjabi, Tamil, Telugu, Malayalam,

handled Kannada, Marathi, Gujarati, and Assamese.
Inbound Voice – Agent assisted (Domestic and ITFN)
Inbound Voice – self service
Channels
Outbound – Agent assisted
Email
2, SBI toll free (MTNL & BSNL) and one Toll number for Domestic
Toll free Nos. 19, SBI toll free for International Customers catering to 20 countries
1 Toll free each for ITRO, ETC, PMJDY, Pension, YONO and GST

Parameter Recent Past

INBOUND
Hours of Operation 24 x 7
Working Days Monday – Sunday
Average Talk Time (Inbound Calls) about 230 seconds
Maximum wait time in queue around 200 seconds
Average wait time in queue about 0.15 minutes
Call answer Service Level over 90% call in 20 seconds
Maximum Call Abandon Ratio (Nor) around 1.24%
Call completion on IVR calls completed in IVR Over 1.03 crores (per month)
(including far-end/ near-end disconnection)
Average talk time at IVR for all calls about 75 seconds
Average time at IVR for self –serviced calls about 125 seconds
Short calls (at IVR) approx. about 8.50 lakhs calls
Agents Offered - Voice inbound over 42 lakh calls
Agents handled – Voice inbound over 41 lakh calls
Unique Offered – IVR Inbound nearly 140 lakh calls
Agents – Email about 25,000
OUTBOUND
Total Dialouts Over 30 lakhs
Total connected Over 14 lakhs
Total contacted Nearly 13 lakhs
AHT for Outbound 115-125 seconds
The following reports are available at present, in both PDF and excel and / or other
readable formats:
SR
No. Report Name Source
1 SBI Calls Details – 20 Min AVAYA
2 SBI Reg-DeReg Report AEP
3 SBI IVR Report AEP
4 Process Performance Report AVAYA
5 Phone Banking Report AEP
6 Normalized SL & Abandon % AVAYA
7 Half Hourly Report AVAYA/AEP
8 Call Detail SBI –Inbound AVAYA
9 AHT Abandons Profile Report AVAYA
10 Agent to VDN Transfer Data AVAYA
11 HIGH WRAP UP CALLS AVAYA
12 Green PIN Report AEP/CRM
13 Bucket wise Wrap data AVAYA

14 OB Recording Tracker ASPECT

15 Click To Call Report CRM
16 Email Report AAAC/CRM
17 CRM Report CRM
18 Generate TPIN Report AEP
19 Outbound – Agent Performance Report ASPECT
20 NICE Recording Status AVAYA\NICE
21 Repeat Call Report AEP
22 Unique Disposition Report ASPECT
23 Capacity Management SLA’s AVAYA/AEP/ASPECT
24 SLA & SBI Report Summary Report
25 SLA & ITFN Report Summary Report
26 Outbound Dashboard Aspect
27 OB Disposition Report Aspect
28 Outbound Wrap data Aspect
29 Outbound – Call Detail Aspect
Weekly Summary of calls received on Toll free
30 Numbers-PMJDY for SBI National Toll free number AVAYA
Weekly meetings are conducted to share and discuss the various SLAs and the way
forward for improvements. Similarly, Monthly meetings are also conducted to study the
progress with regard to analysis and discussion on all the SLAs. All Data / Dashboards
are segregated as Operational, Technical and Outbound for the way forward. Quarterly,
or in case of need, even earlier, the Steering Committee meetings are held, considering
the various aspirations of the Bank.
(B) Technical:
The current Contact Centre technology is from AVAYA (Inbound) & Aspect (Outbound).
The accuracy of the data for the past six months is received from the OEM.
SBI has as a Core Banking System (B@NCS-24). All the branches of SBI are on
B@NCS-24. SBI makes the data available to Contact Centre on real time basis through
interfaces with various delivery channels. Contact Centre has access to various
applications of the Bank on WEB Interface/TCP IP messaging system. The accessibility
to the applications is through SBI/BPO firewalls.
SBI’s primary Data Centre is in Mumbai and DR Data Centre is in Hyderabad.
3.2.1 Contact Centre Architecture
Below is the high-level explanation of the current Contact Centre architecture:

a) There are four Contact Centers catering to SBI needs today. These sites are
located in Bengaluru, Vadodara, Agra and Kolkata.
The IVR features is appended in Appendix-A

Network Architecture


ITFN

b) PRI lines for inbound calls terminate at Bengaluru and Vadodara and for
Outbound calls initiate at Bengaluru, Vadodara and Kolkata.
c) All the locations have the similar components including Gateways, ACD, IVR,
CTI, Recording server, agent desktop application, reporting servers, etc.
SYSTEM Locations (Inbound) Locations (Outbound)

Gateway Vadodara & Bengaluru Vadodara, Bengaluru & Kolkata
ACD Vadodara & Bengaluru
IVR Vadodara & Bengaluru
CTI Vadodara & Bengaluru
MIS Vadodara & Bengaluru
Recording Vadodara (PR)
(100%) Bengaluru (DR)
Logger – All locations
recording
As of now, a new SOA interface is under designing for YONO, and this would be
available in due course.
d) In the event of any one location failing, the other locations are designed to handle
the calls from the failed location(s).
e) All the Contact Centers are connected to each other through 2 WAN links –
secured and trusted network (primary & secondary) to enable overflow of calls
between Contact Centre sites.
f) All the Contact Centre sites are connected to SBI data center (GITC, Belapur)
and the DR data center (Hyderabad) of SBI through another set of WAN links.
Below is the snapshot table of technical set-up of SBI’s current outsourced arrangement
for Contact Centre. It includes details on the Contact Centre architecture, technology and
the bank’s systems & applications that the Contact Centre uses or integrates to and the
routing logic applied for carrying calls.
Parameter Current status
AVAYA CM – 6.2 SP6, AES -6.3.3.3.10-0,
Call Centre IQ – 5.2.6.0.153_21898, EPMS – 6.0.3.0.0402,
Technology MPP – 6.0.3.0.0412, SMGR – 6.3, Prognosis – 3
Aspect 7.2 for Outbound and NICE 4.1 SP 19
2, SBI toll free (MTNL & BSNL) and one Toll Number from BSNL for
Domestic Customers
19, SBI toll free for International Customers for 20 countries (5 ITFN from
Airtel and 14 ITFN from TATA)
1 Toll free for ITRO
1 toll free for Pension
Toll free 1 toll free for ETC
1 toll free for GST
1 toll free for YONO
1 toll free for PMJDY
1 toll free for unauthorized ATM transactions
The toll frees are backed by 111 + 109 PRI channels at Bengaluru and
Vadodara (Both PR and DR are distributed equally (50%) between the two

sites, bidder may use SIP also.)

Gateway ports – AVAYA G450 – 220 (111 + 109 PRI)
Capacity AVAYA Extensions – 7981 (can be used either in Agent or IVR)
IVR ports – 2620 (in total) at Vadodara and Bengaluru
Account Enquiry Application
Complaint Management System (CMS)
Lead Management System (LMS)
Debit Card Management System (DCMS)
Knowledge Management System (KMS)
Card Tracking System (CTS)
Income Tax Refund Order Status (ITRO)
Pension Management System (PMS)
Payment Tracking System (PTS)
Applications
Pre-paid card
OCAS (Inbound and Outbound)
SBI Buddy
LCS
Click to Call
Mobi Cash
ETC
GST
YONO (Inbound and Outbound)
WAN connectivity between multiple centers for data & overflow calls,
facilitated by SBI
IGS Side
IGS having Primary & Secondary MPLS link at all locations through cloud
Vadodara – TCL – 257 MBPS MPLS (PR)
Vod – 256 MBPS MPLS (DR)
Bengaluru – TCL – 249 MBPS MPLS (PR)
Agra – TCL – 125 MBPS MPLS (PR)
Connectivity Kolkata – TCL – 103 MBPS MPLS (PR)
Bank side
14X2 (Primary & Secondary) MBPS MPLS Link between Vadodara to
GITC, Belapur (TCL & VOD)
14X1 (Primary) MBPS MPLS Link between Bengaluru & GITC, Belapur
(Vodafone)
6X1 (Secondary) MBPS P2P Link between Bengaluru & GITC, Belapur
(Airtel)
14X2 (Primary & Secondary) MBPS MPLS Link between Agra to GITC,
Belapur (TCL & Vod)

14X2 (Primary & Secondary) MBPS MPLS Link between Kolkata to GITC,
Belapur (Vodafone)
14X1 (Primary) MBPS MPLS Link between Bengaluru & DR Hyderabad
(Vodafone)
6X1 (Secondary) MBPS P2P Link between Bengaluru & DR Hyderabad
(Airtel)
14x2 (Primary & Secondary) MBPS MPLS link from Vadodara, Agra and
Kolkata to DR Hyderabad (Vod)
2 MBPS between BPO, Vadodara to SBI, Vadodara for accessing reports
and MIS (BSNL – provided by Vendor)
3.2.2 Existing Applications:

Below are the details on applications that are hosted on SBI’s server at Bank’s Global IT
Centre in Belapur, Navi Mumbai. An interface is provided to the Contact Centre for these
applications.
3.2.3 Account Enquiry Application
A WEB interface between the CBS and CC applications, hosted under CC infrastructure,
provides the CBS data information to the Contact Centre.
3.2.4 Complaint Management System (CMS)
This application is used to log complaints related to ATM/POS transactions and other
retail banking products with categories defined. Currently CMS is used only for
complaints on Bank related services. CMS is also used for accepting Contact Centre
operations related complaints. All interaction details, history and disposition will be
maintained as part of desktop application.
Technical specification of CMS application is:
 The application is based on Java
 https based (J2EE, servlets)
 The branch based application uses a tomcat cluster
 The agent based application uses web-logic
 Timeout setting of agent web page is controlled by setting the same on the
application server
In Customer 360, there will be option to create cases, and is planned for introduction.
Depending on the category, sub-category, sub sub-Category, SBI CRM will decide the
complaints, requests etc. which need to be pushed to CMS system, based on the
mapping provided in the Customer Service Solution Approach Document.
3.2.5 Lead Management System (LMS)
This application is used to generate and record leads of prospective business from
existing & new customers who make an enquiry call. Application has a single interface
based on login type for which specific features are shown and enabled on the screen.
Agent captures the information from caller and generates lead online in LMS application.
A confirmation SMS is sent to customer on generating lead from SBI end/SBI servers.
Technical specification of LMS application is:
 Uses struts-1.0

LMS system will be decommissioned as SBI CRM is used as Lead Management system.
All Lead related details will be available in SBI CRM Lead Module.
3.2.6 Debit Card Management System (DCMS)
This application is used to block lost / misplaced /damaged debit cards. On successful
verification, agent can block the card based on card number / account number which the
application supports. A ticket number is generated by DCMS database on hot listing of
card. For a successful hot listing a dual success status is required from BASE 24. Single
sign on application is available; 1 for SBI, and 1 ITFN.
Technical specification of DCMS application is:
 The agent based application uses web-logic
3.2.7 Knowledge Management System (KMS)

KMS is an Agent Scripting tool and also acts as a Knowledgebase Management
containing information on the bank products as well as new market offers and releases.
Scripting tool is used by the agent to help them in attending customer queries and lookup
information on Product and services. 2 different access points are defined in KMS, one
for bank officials and one for agent. Scripts are created and uploaded by bank with a
control, using Maker / Checker process.
Technical specification of KMS application is:
 The application is based on ASP
A URL in the quick link section will be provided in SBI CRM, which will take the user to
the existing Knowledge Management System, when implemented. No data will be stored
in CRM.
3.2.8 Card Tracking System (CTS)
CTS application is the backbone of CC and is integrated with CTI. CTS is the main
screen used by the agents. Application has a single interface based on login type;
specific features are shown and enabled on the screen. CTS is used for multiple
purposes like, provide delivery status of cards, provide screen pop for the agents and
allow agents to wrap up calls.
Technical specification of CTS application is:
 The agent based application uses web-logic.
In CRM Customer 360, a separate tab or section for CTS will be provided with a
placeholder to initiate the request, when implemented. Upon clicking on the same
required input would be prompted and depending on the input respective card details
would be fetched from CTS via a web service and displayed in SBI CRM screen. No data
will be stored in CRM.
3.2.9 Income Tax Refund Order Status (ITRO)
This application is used to provide the service to all callers, who have PAN number
information on status of their Income Tax Refund. Agent can search the information with
PAN number, CMP reference number and Instrument number through this application.
Technical specification of ITRO application is:
 The agent based application uses web-logic.

On clicking of the URL, the ITRO screen will be opened in a pop-up, where the agent will
get the relevant details that would be needed while communicating with the Customer.
No data will be stored in CRM.
3.2.10 Pension Management System (PMS)
PMS is used to provide pension related services to all pension accounts including bank
pensioners. Agent can search pensioner’s detail with pensioner’s account number. PMS
is linked to complaint management system enabling agents to lodge complaints in PMS.
Data flows through “web-service call” and status of these requests are shown back in
PMS.
Technical specification of PMS application is:
• The application is based on .NET ASP
• Integration with Complaint management system is through a Web Service call.
On clicking of the URL, the PMS screen will be opened in a pop-up, where the agent will
get the relevant details that would be needed while communicating with the Customer. If
the Customer wants to raise a complaint on the said transaction in PMS screen, agent
will use the existing “Register Complaint” option on PMS screen to raise the same. Upon
clicking “Submit”, CRM web service to be called to create a case in CRM directly. No
data will be stored in CRM.
3.2.11 Payment Tracking System (PTS)
This application is used by agents to track RTGS (information is captured from CBS) or
NEFT payments of customers and for FO rupee remittance. Customer has to provide
UTR Number, based on which a search is done. From PTS, complaints can be
registered in CMS.
Technical specification of PTS application is:
• The application is based on Java
 Integration with Complaint management system is JSP pages with direct
database transactions.
The above applications are hosted on WEBLOGIC/TOMCAT/ IBM MQ platform with

RADWARE supporting as load balancer.
On clicking of the URL, the PTS screen will be opened in a pop-up, where the agent will
get the relevant details that would be needed while communicating with the Customer. If
the Customer wants to raise a complaint on the said transaction in PTS screen, agent
will use the existing “File a Complaint” option on PTS screen to raise the same. Upon
clicking “Submit”, CRM web service to be called to create a case in CRM directly. No
data will be stored in CRM.
3.2.12. A/C Info:

In CRM Customer 360, a separate tab for A/C info will be provided, deposit and loan
accounts would be displayed in 2 separate section, when implemented. Upon clicking on
the particular account number, required input would be prompted and depending on the
input, respective transaction details and balance would be fetched from CBS and
displayed in CRM in a pop-up screen. No data will be stored in CRM.

3.2.13. OCAS (Online Customer Acquisition System):

SBI CRM Lead Management module would be used to provide update on OCAS Leads,
when implemented.
3.2.14. SBI Buddy, SBI Finder, E-Mobicash BSNL:

Links in quick link section will be provided in CRM to access the respective systems,
when implemented.
The Bank plans to implement the following in the Phase 2 of CRM:

The entire Vendor CRM screen would be replaced with SBI CRM screen, having facilities
of call control, displaying call variables, displaying of Customer 360 and capturing Agent
dispositions.
Reason for delivering the requirement in 2 phases: This delivery requires additional
development of a plugin to interact with ACD directly, this may lead to multiple iterations
for development and testing and hence planned for 2 phases.
3.2.15 : Wealth Management:
The pilot for the Wealth Management is in process, and 5 dedicated desks have been
provided at Bengaluru. The desks would be provided with a prospect base, scripts and
FAQs. The potential leads would be contacted on their mobile number registered in CBS
of the Bank, seeking their interest in the product. Call that are converted into leads will
be uploaded in the system and will be followed by dedicated Acquisition Relationship
Manager of the Bank. Calls made complying with TRAI guidelines.
Knowledge: Knowledge would be built in SBI CRM, for which a separate solution
document will be shared across.
3.2.16. System Architecture:

• The Contact Centre is based on an IP-based technology platform;
• The Contact Centre uses industry standard hardware components;
• All agent applications are capable of being invoked remotely, from where a
central team tracks agent activity and performance;
• All Contact Centre servers, provide for fault tolerance;
• The system is well connected to the Bank network.
3.3 Way Forward :
The Contact Centre is expected to be the ‘Backbone of Digital Banking platform of the
Bank’. Keeping this in view, we expect to improve customer experience (delight), migrate
customers from branches (customer’s first touch-point), Increase sales, etc. a “future
Ready” Contact Centre, in short. The increase in calls completed in IVR, Improvement in
End User Resolution/ C-Sat, enabling Service to Sales to achieve the stage of being a
Profit-Centre, is envisaged. The future plan is to manage 360o customer interaction
including social media.

The infrastructure refers to the physical facilities such as furniture, hardware, software,
telecom infrastructure and arrangement for connectivity to SBI Card data sources (CRM
portal for smooth operations). The operations would be on 24/7 operations and 365/ 366
days working.
The successful bidder will put in place the following, but not limited, infrastructural
facilities in all above identified Call Centre locations as well as all future locations,
whenever operationalised:
 Desktop, Head Phones, Connectors for the Call center team.

 Premises & Furniture
 Required floor space
 Locker facility for the employees
 Lighting
 Air-conditioning
 Security systems – Access control system, CCTV with camera, provision of
security guards, smoke detectors, fire detectors and other general security alert
systems, etc.,
 Basic amenities e.g. water facilities / cloak room
 Canteen Facility
 Training rooms with furniture, projector and screen
 Power connection with power back up and UPS
 Standard firefighting systems
 Workstations, cubicles, chairs, etc., constructed / provided to suit a typical
Contact Centre
 Managers cabins and workspaces for functionaries – Management Team, HR,
trainers,
Conference / meeting rooms with facilities.
 Separate for Cabin for SBI Project Officers (Minimum 32 Sq. Ft. per officials).
 Lifts / escalators, wherever required, X-Ray / scanning machines, for security
purposes.
 24*7 NOC Rooms / Hub rooms / Server Rooms / UPS Rooms (PR / DR at
mutually decided locations.
 Incident Management Help-desk.
The Bank expects the new Bidders to come out with their capacities and capabilities to
plan and introduce the following, but not limited innovations in the SBI processes, to be a
state-of-the-art Contact Centre. The Bank may require the Bidder to establish facilities
for catering to our Overseas offices / Subsidiaries with respect to Inbound / outbound
calls / emails, whereupon the Bidder may be required to raise the bills or invoices on
such offices / subsidiaries.
The future IVR call flow has to be designed in consultation with SBI.
The Contact Centre to be future ready with provisions of the undernoted technologies. In
order to provide resolution to the callers, enhance customer satisfaction and increase
revenue generation through the Contact Centre, the initiatives listed below are planned.
The Vendor should be technically capable and ready to implement these initiatives as
and when Bank is ready, probably after the Steady State Stage.

a) New services through the Contact Centre: Some of the activities that are
proposed going forward are as under:
 Request for RD transfer
 Change in e-mail id request
 Account transfer request
 ECS / SI request
 Card Replacement request
 Home branch change request
 Setting Auto-sweep request
 SMS alert activation request
 Adding and modifying nomination
Apart from the aforementioned services, the Bank may introduce other services
as per its requirement and readiness.
b) In the Outbound Contact Centre, following are intended:

 Increase in number of Leads generated by utilizing:
i. Covering new products and running new campaigns.
ii. Utilizing new channels (e.g. ATM) to source leads
iii. Use of new analytics models/tools (such as journey based
analytics).
 Connect Rate enhancement:
i. Using the segmented dialer strategy for high value leads (preview
dialer) and low value leads (predictive dialer)
ii. Prioritizing the leads based product and value.
iii. Manpower planning on the basis of historical analysis of connect
rates in different time intervals across the customer segments.
 Lead Capture enhancement:

i. Technology enablement to enrich customer interaction (e.g.
information sharing, live link sharing, pop-ups and auto-fill features
on Customer Service Agent screen, list of Products pitched)
ii. Script simplification, incorporating key phrases for making sales
pitch and closing sales.
iii. Sales flow linked training program and visual dashboards for
performance management (showing Agent wise call quality and
Sales funnel / performance).
c) New-age technology tools, applications and management systems to be

utilised by the Contact Centre: The Bank desires to bring in journey-led
transformations, arrest customer complaints, reduce costs and drive multi-
channel customer acquisition by using the following technology tools and
application. The Vendor need to provide APIs and technical support required for
integration with the Bank’s CRM if the below mentioned innovations are procured
by the Vendor. In the first phase, the Bank desires to have the following:

 Journey Analytics: It captures the interaction of the customer with the

Bank through all channels (Online / Offline / Contact Centre) across the
Bank, and helps in identifying the major reasons or journeys that drive
inbound volumes and designing tools to increase self-service. It also helps
in ensuring that customers are directed to the right agent/node for
resolution. The objective of Journey Analytics tools are:
i. Reduce Average Handling Time
ii. Decrease the repeat calls and inbound call volume handled by the
Customer Service Agents.
iii. Improve customer experience.
 Behavioural Routing: This is an effective innovation, that makes use of

analytics to map the calls of different customers to identified Customer
Service Agents depending based on the following parameters: Customer
Service Agent skills (language, call-type, knowledge level, etc.) and
personality (e.g. interests, demographic, economic), customer’s historical
calls/ requests (e.g. past call issues, changes to account) and customer
personality data (demographic, economic, etc.). The tool/application
should support the general features like FIFO, workload balance, etc. The
tool/application should allow routing rules to be modified manually on
short notice. Also, it should not take more than 1-2 working days to de-
activate/activate (Off / On) the application / tool after deployment.
It is expected to improve ratio of Service to Sales in inbound calls,

increase Customer Satisfaction and reduce Average Handling Time
(AHT).
 Virtual Sales Coach : It is an indicative name for an agent desktop

solution that enables Customer Service Agents to make sales more
effectively. It provides following features: suggest Next best product for
sales through Contact Centre based on analytical models, visual cues for
identifying right scripts for sales, and ready cues for objection handling
such as product USPs, benefits vis-à-vis with products offered by the
competitors, etc. It is desired to increase Service to Sales by 5%.
 Training Software: A number of software tools are available that records

calls and Agent actions which can be edited and observation can be
provided as text prompts and Voice-over. These tools may be used for
online training /briefing of the Agents. For an effective Customer Care, the
use Multi-Channel, Multi- Lingual Customer Care, Improving Workforce
Productivity by Monitoring Call Metrics, Optimizing Work Force for
Responsiveness, Knowledge Repository and Backend Integration and
Train, Up-skill and Align Agents would be beneficial.
 Emotion / Sentiment analysis : The tool should provide emotion analysis

and Customer Satisfaction score by analyzing the customer conversation.
These (Offline) tools should help in identifying the conversations that need
to be handled on priority and wherein sales opportunities are available.

 Voice Recognition System: The tool should enable callers to interact

with the Contact Centre using voice commands. Some of the features
desired are language and service selection using voice. It may also be
used for capturing customer feedback /survey. In advanced stages, the
tools be used in combination with Robotic Process Automation, Speech
Analytics, and voice to text conversion. This includes Natural
Language Understanding, Intuitive Call Steering, etc.
 Voice Authentication: In this age of high technological advancement,

and to ensure a secondary authentication by customers, the Contact
Centre to have Voice Authentication, as a mode of authenticating the
customer.
 Customer Effort: In the current day scenario, Customer effort is most

crucial, to improve the service levels. The latest technological tools for
capturing the Customer Effort scores, their suggestions for improvements,
etc. need be captured and shared with the Bank for overall improvement.
d) The Bank expects the new Vendor to initiate steps or processes to convert the
Contact Centre into a Customer Engagement Centre with emotions attached to
achieve the objective. The Bank further expects the new Vendor to make-over
the Contact Centre considering the state-of-the-art requirements and must come
out with their capacities / capabilities to plan and introduce the following, but not
limited to, innovations in the SBI processes.
e) Voice Routing Technologies:
• Telephony infrastructure
• IVR and voice portals for self-service applications,
• Outbound dialing/proactive contact
• Virtual routing applications for multisite
Digital Channel Routing Technologies:

Multimedia contact routing and prioritization engines with real-time and historical
reporting:
• Computer-telephony integration/web services interfaces — including tools for
integration with CRM software
• Email response management
• SMS (Bank’s gateway)
• Live and prerecorded video
• Workflow routing and management
• Knowledge-based self-service
Workforce Engagement Management Technologies:

• Workforce management scheduling tools
• Session recording and quality monitoring,
The provision for enabling the following technological-driven services would be an added
advantage:
- Artificial Intelligence
- Interactive Voice and Video Response System
- Virtual Relationship Manager

f) In order to improve customer experience, the following needs to be implemented:

 Re-designing the IVR Flow: IVR simplification, additional service
authorization and capacity investment can improve resolution rates at
Contact Centre and improve C-SAT levels. Voice-based IVR should
reduce time to reach the node(s) faster.
 SMS/Emailing /Messaging for sending information to the existing

and prospective customers: The Vendor to take effective steps to
reduce AHT, especially in cases where the scripts are long or covers
more than 3-4 points that the caller would not be able to re-collect. In
such cases, the Vendor should have capability to send the script/details
by SMS/email to the caller instantly, simultaneously advising the caller.
g) The Bank also plans to switch Inbound / Outbound calls between Customer
Service Agents when the call volumes vary between them (automatically)
whenever the Bank decides so.
The Vendor should interface with any additional backend systems which may be rolled-in
for meeting all current and future functionalities of IVR. The CTI application to be
developed is to be integrated with all SBI back end applications. Please refer to all
relevant sections in the RFP.
Easy access to customers –SMS based info for prospective customers for loan and
credit cards.
The latest bots or any other technological innovations related to Call Centers whenever,
these are developed, need to be shared and integrated with Bank’s systems, with the
consent of the Bank, based on cost-benefit analysis.
The Bank expects the Contact Centre to be full-blown Omni Channel Platform, whereby
there would be integration between different channels, so that the customers feel
delighted.
3.3.1 Futuristic Plans:

The Bank plans to have these functions going forward (through Change
Management Process), as and when the Bank finds it appropriate to source
these, considering all aspects:
 Chat-bots: These are expected to assist customers on digital platform by

providing appropriate resolution. It will provide Level-I response to the customer
queries. Instances where the Chat-bot could not provide the resolution, the
responses will be provided by representatives of the Contact Centre (i.e. Level –
II) through chat. The communications at Level-II should be utilised for the Chat-
bot learning, hence, it is to be integrated with the Chat-bot application. The Chat-
bot can also be utilised for transactional support. In the end-stage, the Bank
desires to address around 12% of the customer queries/ requests (including
those on Social Media), which are being handled remotely, through Chat-bots.

 Speech Analysis: These tools analyses voice communication and the customer
sentiments based on voice tone, modulation and volume etc. It is used to suggest
the next best action to the Customer Service Agents. The speech analytics tools
may also be used for analyzing screen and voice recording and quality
monitoring.
 Robotic Process Automation (RPA): The tools should have capability to
automate rule based processes. It is expected to integrate with other applications
and technologies such as chat-bots, CRM, IVR, etc. It will be good to have
screen scraping capabilities in the RPA tools. Initially started on pilot basis in
email process.
 Virtual Sales Coach : It is an indicative name for an agent desktop solution that
enables Customer Service Agents to make sales more effectively. It provides
following features: suggest Next best product for sales through Contact Centre
based on analytical models, visual cues for identifying right scripts for sales, and
ready cues for objection handling such as product USPs, benefits vis-à-vis with
products offered by the competitors, etc. In advance stage, it will also utilise the
power of speech analytics and behavior mapping. It is desired to increase Service
to Sales by 5%.
 Emotion / Sentiment Analysis: The tool should provide emotion analysis and
Customer Satisfaction score by analyzing the customer conversation. These tools
should help in identifying the conversations that need to be handled on priority
and wherein sales opportunities are available. The tool should not to be limited to
text conversation (i.e. email, chats and Social Media comments), but it is
expected to have inbuilt speech analytics or capability to integrate with speech
analytics tools/ applications. (Offline tool is at steady state stage & the online tool,
being futuristic. Other areas are to be provisioned from Day 1, to be implemented
in phases by Steady State Stage).
 Social Media : The Bank also intends to cater to Social Media for which we
envisage the selected bidder to deploy a combination of agents and
necessary internet tool to cover all the social media activities on 24x7x365
basis. The scope includes, but not restricted to, the implementation of a
comprehensive response management framework on Social Media. The
broad parameters are as under:
a) Detect customer/visitor conversations where SBI has been tagged.
b) Agents to respond to simple straight forward questions and reach out to
irate customers.
c) Formulation of an Integrated Response Mechanism which facilitates end-
to-end tracking of the response.
d) The tool should crawl the web including Social Media Platforms, Forums,
Blogs, News, Communities, Websites, etc. to aggregate content/ mentions
for the Bank's Products/Services, key competition.
e) The tool should be able to be used for sentiment analysis and posting and
tracking responses.
f) The tool should also have the following capabilities:
 To aggregate the content from various Social Media Sites and relevant
platforms across the web.
 Real-time filtering and monitoring of the posts.

 To generate in- depth dash board, reports (periodic and on-demand)

and provide dashboards on the sentiments at the brand and products &
services level including coverage of competitors, industry, regulators,
government and financial markets both national and global and share
the analysis.
 Ability to integrate with bank’s other channels like E mail, complaint
Management System, Lead Management System, CRM etc. to have
an automated and integrated approach.
g) Any other requirement given by the bank.
Voice Routing Technologies:

• IVR and voice portals for self-service applications, including speech-enabled self-
service
• Virtual routing applications for multisite and work-at-home scenarios
Digital Channel Routing Technologies:

Multimedia contact routing and prioritization engines with real-time and historical
reporting:
• Web chat
• Collaborative browsing
• Social media
Workforce Engagement Management Technologies:

• Session recording and quality monitoring, including speech analytics
The provision for enabling the following technological-driven services would be an added
advantage:
- Video Contact Centre
- Biometric authentication
The proposed solution could be multimedia, multi-tenanted, considering the

requirements of the Bank. Such solution must be brought in the Solution Document
Annexure-M in detail. The TS specifications could then be modified to give effect.
The price for the service mentioned in Sec. 3.3.1, will be mutually agreed upon between
SBI and the selected bidder.
3.3.2 : Technological Procurement:

The Bank reserves its right to withdraw / introduce any / all of the services (stated in
section 3.3) at a later stage. The Bank also reserves its right to change or replace any or
all of these technologies, if the situation so warrants. Further, the Bank may procure any
technological products, including ACD and other related / integration applications, like
recordings, PRIs, etc. in future.

3.4 Projected Volumetric:
The following section gives the indicative volume projections for various channels the
bank envisages for the next 5 years (All figures in crores)
Capacity Description
Year 1 Year 2 Year 3 Year 4 Year 5
(Volume (Volume (Volume (Volume (Volume
in Nos.) in Nos.) in Nos.) in Nos.) in No.s)
TOTAL OFFERED
SERVICES 24.00 28.00 32.00 36.00 40.00
TOTAL CALLS TO
SELF SERVICE 18.00 21.00 24.00 27.00 30.00
INBOUND AGENT
CALLS (ITFN + SBI
UK) 5.00 4.90 4.82 4.60 4.40
OUTBOUND CALLS –
VOICE DROP 0.08 0.10 0.13 0.17 0.22
OUTBOUND CALLS –
AGENT ASSISTED 0.80 1.00 1.25 1.50 1.85
E-MAIL INBOUND 0.03 0.04 0.05 0.06 0.07
The increase in volumes vis-à-vis current volumes can be attributed to future increase in
functionality in the contact center, on account of new functionalities being deployed.
However, the reduction in Inbound Call Volume at Agent level, would depend upon the
technological innovations and the additional call volumes that may need to be handled.
The projected data is to enable the Bidders to plan the technology platform / Datacentre
for meeting the future requirements. The infra and staffing to be arranged basis the
monthly forecasts worked out at least two months prior, for recruitment and training the
additional staff that may be required.
Note:
1) Agent Call volumes for Premium Services (International & Premium customers) is
approximately 3% of inbound and outbound agent call volumes as mentioned in the table
above. Due to the increase in international calls on account of shifting of other foreign
offices (eg. SBI UK) to be serviced out of India, these are bound to increase. Currently,
only English language is used for International Calls.
2) Figures in the table above are indicative projected volumes and the bank doesn’t
promise to comply with it.
3.5 : Cutover & Transition Phase
SBI requires the selected bidder to adhere to a specific cutover and transition plan. The
Vendor should be prepared to deploy all skills and languages during the start of
Transition stage.

Key definitions of stages

(1) START: SBI will issue an LOI to the successful bidder. Successful bidder should
execute contract with SBI.
(2) READY: The successful bidder is ready with all the required infrastructure,
premises, technology, people, processes and statutory requirements for
transitioning of calls from SBI’s existing setup and successfully handling them.
(3) TRANSITIONED: All call volumes that will be prevailing at the time of cutover and
period of transition will be deemed to be fully transitioned to the Vendor. The
TRANSITIONED stage itself will have 4 stages each (TS1, TS2, TS3, and TS4
signifying 10%, 30%, 60% and 100% volume transfer respectively). All relevant
SLA’s will be measured and monitored during this time.
(4) PILOT: This state will commence immediately after transitioned state and will be
continued till 4 out of 6 critical to quality parameters (CTQ) identified, as described in
the note under section 6.7.5, reach their target values to achieve steady state. All
relevant SLA’s will be measured and monitored during this time.
(5) STEADYSTATE: The process is running in its full volume and all target SLA values
will be measured and monitored during this time and penalties and performance
calculation if applicable will be applied.
Services to be transitioned
The services to be transitioned will be the services that are identified in the service
structure mentioned below. The outer time lines and governing criteria be read in
conjunction with Table provided in Timelines (Section 4) of this RFP, for purposes of
clarity.
Outer limit Time lines and governing criteria for transition:
Stages Time to Duration of Entry criteria Start criteria Remarks

start completion
from Start
Immediate LOI. Intimation of work starts
START Immediat from BPO – Submission
e of project plan.
START 20 Weeks Intimation of Intimation of readiness To
work starts transition from Bidder
from BPO.
Submission of The successful bidder is
project plan ready with all the required
infrastructure, premises,
READY technology people,
processes and statutory
requirements for
transitioning of calls from
SBI’s existing setup and
successfully handling
them.

TRANSITIONED
END OF 28 Weeks The successful Submission of MIS for The
READY bidder is ready 10% of volume handling volumes will
STAGE with all the for 8 weeks be
(go-live) required approximat
infrastructure, ely 10%
premises, subject to
technology, PRI’s,
TS1 people, States,
(10% processes and Successful running with locations
Volume) statutory 10% volume ( approx.. being
requirements 0.165 lakhs calls/ day) transitioned.
for transitioning
of calls from
SBI’s existing
setup and
successfully
handling them.
END OF 36 Weeks Successful Submission of MIS for The
TS1 running with 30% of volume handling volumes will
STAGE 10% volume for 8 weeks be
approximat
TS2 ely 30%
(30% Submission of Successful running with subject to
volume) MIS for 10% of 30% volume ( approx.. PRI’s,
volume 0.495 lakhs calls/day) States,
handling for 8 locations
weeks being
transitioned.
approximat
TS3 (60 Submission of Successful running with ely 60%
% MIS for 30% of 60% volume subject to
volume) volume (approx..0.99 lakhs PRI’s,
handling for 8 calls/day) States,
weeks locations
being
transitioned.
approximat
TS4 ely 100%
(100% Submission of Successful running with subject to
volume) MIS for 60% of 100% volume (approx.. PRI’s,
volume 1.66 lakhs calls/ day) States,
handling for 4 locations
weeks being
transitioned.
END OF 48 Weeks Successful - Submission of MIS for
TS4 running with SLA values and their
PILOT STAGE 100% volume reaching their steady
state values by the
end of 4 weeks

- Successful running of
Submission of the Pilot at steady
MIS for 100% state criteria* for 2
of volume weeks
handling for 2
weeks
STEAD END OF Ongoing SLA’s reach
Y PILOT steady state
STATE STAGE criteria
* Pilot to Steady State Criteria would mean 4 out of 6 identified CTQs as described in the
note under section 6.7.5 under Annexure-C, reaching their target values.
Please note: All timelines referred in the schedule above are in calendar weeks (7 days).
In case the Vendor is able to transition the Project earlier than the timelines in the table
above, the call volumes can be preponed and shifted in consultation with the existing
Vendor.
Support during and after migration:
At the time of migration from the existing Vendor, the Bidder must arrange and ensure
that all the tapes (recordings) of the existing Vendor (held with Bank), must be made
accessible for future retrieval for which knowledge for extraction and the Passwords from
the existing Vendor be obtained and retained securely, under confirmation to this
department.
3.5.1 Service Structure

The service structure is matrix of 3 different elements
Businesses: These are the business centres of SBI, and subsidiaries/JVs.
Processes: These are typical processes serving one or more of the business units
mentioned in the Business section
Services: These are the procurable services for one or more of processes identified in
the processes section and for one or more of the business identified in the businesses
section
Note:
1. The bank shall define the processes for handling all services through the Contact
Centre, in accordance with its policies.
2. The Vendor will service State Bank of India, and its subsidiaries/JVs.
3. The Vendor will have to transition all the prevailing Contact Centre services of
SBI to the new setup and will be considered as part of scope of work. (Please
refer to Section on Operational set-up under 3.2. (A) – Current Set-up for
reference). 1. All the proposed centres shall be transitioned simultaneously and
by the end of Pilot period (48th Week) all these f centres should be live handling
volumes
The Vendor is expected to handle customer service for SBI’s subsidiaries/JVs (SBI
Mutual Fund, SBI Credit Card, and any other tele-marketing service.) through a change
request. Some or many of the particulars of this RFP and subsequent contract will be
applicable to the above said change requests.

3.5.1.1 Business
The bidder is required to offer services for the following business departments
1. Banking (Includes but not limited to)
1.1. Personal Banking
1.2. Agriculture / Rural Banking
1.3. NRI Services / International Banking
1.4. Commercial and institutional Banking
1.5. Government Banking
1.6. SME
1.7. Stressed assets management
1.8. Business departments of SBI subsidiaries/JVs
1.9. Marketing & Cross-selling
2. Services (Includes but not limited to)

2.1. Internet Banking
2.2. Remittance
2.3. Demat Services
2.4. ATM
2.5. Mobile Banking
2.6. Public Provident Fund
2.7. Safe Deposit Locker etc.
3. Loan Services
3.5.1.2 Process (Includes but not limited to)
1.1. Banking Customer service including

1.1.1. Inquiries
1.1.2. Transactions
1.1.3. Update Records
1.1.4. Complaint management
1.1.5. Service request management
1.1.6. Cross selling
1.1.7. Alerts and reminders etc.
1.2. Telemarketing
1.2.1. Lead generation & acquisition
1.2.2. Lead validation
1.2.3. Product sales
1.2.4. Welcome calls and other CLCM calling
1.2.5. Customer Surveys / polls
1.2.6. Soft recovery call
1.2.7. Any other process that may be required by Bus.

1.3. Reminders and alerts

The above services could be rendered using inbound and outbound voice / e-mail / voice
self-service / video /chat / snail-mail channels / Social Media, etc.
3.5.1.3 Service
The services that are to be availed from the bidder are classified into:

Regular services
o These are services that will be availed from the bidder routinely.
 Premium services
o These are services that will be availed from the bidder routinely, for a
specific segment like premium & international customers.
Type of service Service
Regular services (01)Basic Contact Centre services inbound automated (IVR)
(02)Basic Contact Centre services inbound agent
(03)Basic Contact Centre services outbound automated (IVR)
(04)Basic Contact Centre services outbound agent
(05)Multi channel Contact Centre service e-mail.
(06)Basic Contact Centre services inbound agent for Premium
Premium services
segment
(International
(07)Basic Contact Centre services outbound agent for
Customers)
Premium segment
Man-day services (08)This service category is for any additional developmental
work over and above the scope agreed, if and when it arises.
All administrative services like, configuration of agent log-in, liaising with third party,
training, facilitation for audits, all other support services for complete operations etc., is
assumed to be a part and parcel of the Regular & Premium Services No. 1 to 7.
Below is a detail on the Services Matrix:
Sr. Services Definition Unit Of Method of Definition Typical

No of service Measure calculatio of method Service
. ment n Treatment
(01) Basic This service Productive Total time Productive Prompt play,
Call center signifies the connect spent at inbound IVR Collection of
services Productive Minutes IVR by calls: Those digits,
inbound service productive calls which Integration to
provided for inbound are not third party
Automated
Productive IVR calls dropped in systems
1 (IVR) inbound calls which are the first 10
that are completed seconds in
treated and on IVR.(Not IVR and are
completed on transferred completed in
the IVR.(Not to Agent) the IVR (Not
transferred to Transferred
Agent) to agent)

(02) Basic This service Productive Total Productive Enquires,

Call center signifies the connect Productive Inbound Transactions
services Productive Minutes time spent agent calls: and
inbound service by customer Calls which Grievances
provided for service are not
Agent
all Productive agents on dropped in
incoming all the first 10
calls that are productive second of an
answered by inbound agent
customer agent calls receiving the
service call.
agents Productive
Time: Time
2 spent by
agents on
talking with
the caller,
holding the
call for any
productive
purpose and
for wrapping
up to update
systems
while and
post call.
(03) Basic This service Productive Total Productive Prompt play,
Call center signifies the connect productive outbound Collection of
services Productive Minutes spent at IVR calls: digits,
Outbound service IVR by Those calls Integration to
provided for Productive which are third party
Automated
all the outbound not dropped systems
(IVR) outbound IVR calls in the first 10
calls that are second in
d ialed out IVR.
from IVR and Productive
3
answered by Time: Time
customer’s Spent on
human voice IVR for
playing
prompts,
collection of
digits with a
human voice
at the other
end.

(04) Basic This service Productive Total Productive Enquires,

Call center signifies the connect Productive Inbound Transactions
services Productive Minutes time Spent agent calls: Grievances,
Outbound services by Calls which recoveries,
provided for Customer are not lead fixing,
Agent
all the service dropped in Welcome
(number of outbound agents on the first 10 calls and
attempts, calls that are all second of an similar
contact rate, dialed out productive agent functionalities
right party by customer outbound receiving the
connect and service agent calls call.
conversion agents and that are Productive
rate varies answered by delivered to Time: Time
from process Customer’s them spent by
4 human voice agents on
to process,
talking with
and the data
the human
available) voice at the
other end,
holding the
call for any
productive
purpose and
for wrapping
up to update
systems
while and
post call.
(05) This service No Of No of e- No of e- As per
Multichann signifies the instances mails & mails & business
el contact Productive chats chats need
center service handled received and
provided for responded
Services
all instances to.
of
multichannel
call center
5 functionalities
. The
multichannel
call center
functionalities
will be
defined
currently as
E-mail &
Chat.
(06) Basic This service Productiv Total Productive Enquires,
Call center signifies the e connect productive Inbound Transactions
services Productive Minutes time spent agent calls: and
inbound service by Calls which Grievances
6 agent for provided for customer are not
premium all inbound service dropped in
segment calls for agents on the first 10
(ITFN) premium & all second of
international productive an agent

customer inbound receiving

calls that agent calls the call.
are for Productive
answered premium Time: Time
by customer segment spent by
service agents on
agents talking with
the caller,
holding the
call for any
productive
purpose
and for
wrapping
up to
update
systems
while and
post call.
Premium
Segment:
Internation
al
customers
of SBI and
identified
segment of
domestic
customers
(07) Basic This service Productiv Total Productive Enquires,
Call center signifies the e connect productive Inbound Transactions
services services Minutes time spent agent calls: Grievances,
Outbound provided for by Calls which recoveries,
agent for all outbound customer are not lead fixing,
premium calls for service dropped in Welcome
segment premium & agents on the first 10 calls and
(ITFN) international all second of similar
customers productive an agent functionalitie
that are outbound receiving s
dialed out agent calls the call.
7 by customer that are Productive
service delivered Time: Time
agents and to them for spent by
answered premium agents on
by segment talking with
customer’s human
human voice at the
voice other end,
holding the
call for any
productive
purpose

and for
wrapping
up to
update
systems
while and
post call.
Premium
Segment:
Internation
al
customers
of SBI and
identified
segment of
domestic
customers
(08) Man This service As per As per As per The Bidder
days category is estimation estimation estimation specifies the
services for any and and actuals and actuals scope,
additional actuals mutually mutually timelines and
development mutually agreed agreed effort for the
8 al work over agreed between the between the work and
and above between Bidder & Bidder & the executes
the scope the Bidder the bank bank them
agreed, if and & the bank accordingly
when it
arises.
3.5.2 Functional Specification

This section details with the functional specifications for the new Contact Centre. The
bank intends that the Contact Centre functions in accordance to industry best practices.
The bank shall monitor the Key Performance Indicators for the Contact Centre and audit
the Contact Centre’s performance on a regular basis.
All requirements that are stated in Annexure-C1 – Functional Specification Compliance
section, irrespective of their compliance status, are to be scoped and estimated in the
response to this RFP. Bidders are expected to clearly state their compliance levels in the
Functional Specification Compliance sheet. However, bank desires to have 100%
compliance on Functional Specifications.
The Bank at its discretion might propose to implement new initiatives like setting up Call
Centre for RRBs sponsored by the Bank or any other project undertaken by the Bank,
through a change request process.
Service to Sales must be the goal for being the state-of-the-art Contact Centre.
Accordingly, the Inbound Agents must be able to convert Service calls to Sales by
providing a high quality resolution to the caller with marketing and soft-skills.
Please refer to Annexure-C1 for details on Functional Specifications and Service levels.
Below is the brief on Functional Specifications that are detailed in Annexure-C1:

TABLE A: Brief on Functional Specifications:
Sr. No. Area Description

1 Mandatory Features & Functionalities in this section are mandatory
hence to be fully complied.
2 Cutover & Process, plan and schedule for Cutover and Transition
Transition from SBI’s current Contact Centre to the new Contact
Centre
3 Organization Organizational design, roles and responsibilities for key
Design $ personnel in Contact Centre for the SBI process
4 Receiving Calls All processes associated with appropriate transfer of
interactions to the Contact Centre including channel
allocation, numbering plans and market segmentation and
pre-routing between centers
5 Answering All processes associated with successful answering of
Calls calls including identification of the caller, routing calls to
the most appropriate resource and queue management
6 Resolution All processes associated with successful resolution of calls
including information requirements, quality management,
scheduling of resources and escalation
7 Information & Processes for access of information from the bank and the
Accessibility BPO. This process also broadly defines some aspects of
the security requirements of the bank
8 Business Complete Business Continuity Plan and Disaster Recovery
Continuity for the BPO
9 Talent Processes for Talent Management in the BPO including
Management recruiting, training, motivation and management of talent in
* the BPO
10 Facilitation Ergonomic specifications for the Contact Centre
11 Change Process for management of minor and major changes
Management during the course of steady state operations
12 MIS Process for Data and MIS requirements and schedule for
the BPO
13 Analytics Analytical requirements from Contact Centre
14 SLA Process for monitoring, adherence and reporting of
Service Levels for the Contact Centre
15 Governance Process and tools for governance of the Contact Centre
operations
$ The Vendor has to use an appropriate design to meet the specifications.
* Manpower (inbound) must be a minimum 10+2 (12th Standard Pass) / Graduate in the
ratio of 40:60, with a mix of fresher’s / experience of 3-6 months in a call center, and a
minimum skill set of at least two languages. However, agents with single set can be hired
with the written consent of the Bank. For ITFN call handing (NRI Clientele) / HNIs /
International, neutral accent is sufficient or as per requirement to be decided, in future.
The quality of Agent must be commensurate with the job, a higher quality (minimum
Graduate) for ITFN / HNIs.
- SLA for service level and abandon will be exempt in case volumes are more
than 10% of the Forecasted volumes and Forecasted staffing levels are met.

- Forecasted volumes means the volumes which are prepared & proposed by
the vendor and agreed with SBI.
- Forecasted Staffing means, weekly agent roster implemented by the vendor.
Please confirm that the above understanding is correct.
Adequate number of Support staff and other managerial staff with a higher academic
qualification and skills (experienced) is a must. There would be no re-badging of current
staff.
The ratio of staff would be as under:

TL : Agents – 1:12 to 15
AM : TL – 5:1
QA : Agents – 35:1
Trainer : Agents – 75:1
Care to be taken to immediately post capable and efficient Senior Support staff (above
TL or equivalent), due to Attrition / Expulsion, within notice period of 1 month, else
additional penalty of Rs.25,000/- p.m. will be charged, during the absence of each of
such Senior Support Staff (Management).
Clarification - expected Quality TL to Quality Assistant Manager ratio, as per industry
best practices
Following few areas are mandatory for Background Verification for all staff, which is
verified by third party vendor or in house by bidder as per RBI policy-
- Character references – business and personal.
- Employment verification.
- Court Records verification.
- PAN / AADHAR e-verification or any other identity issued by the Government.
- Local Address verification check also to be obtained.
In-house developer to be made available for SBI processes. The man-day services and
its costing would be mutually discussed and agreed upon with the selected Bidder.
Manpower design has to be based on all the requirements specified in the RFP and the
desired SLA and DR requirements to be met. Premium (ITFN / HNI) calls will be handled
by a separate set of agents dedicated for premium service only.
The Bank’s initial ‘Train the Trainer’ training timelines will be arrived at during the
implementation stage with selected bidder.
All training that the Bank will provide will be in English. Vendor will have to take care of
all regional requirements pertaining to training.
No personal items / gadgets are permitted inside the Contact Centre (production area
and training).
The Bank intends to move towards more and more Outbound calls, with reduction in
Inbound calls at Agent, considering the latest technologies and / or many alternate
channels of contact with the customers.

TABLE B: List of Sub-Sections in Functional Specifications
Sr. No. Area Subsections

1. Mandatory  Mandatory Functional Specifications
2. Cutover &  Cutover & Transition
Transition
3. Organization  Design
Design
4. Receiving Calls  Market Segmentation
 Channel Assignment
 Numbering plan & Sizing
 Call Carriage
 Pre-routing
5. Answering  Identification of Customer
Calls  Routing
 Queue Management
6. Resolution $  Authentication for Account Balance
 Knowledge Skills (KMS tool to be developed)
 Performance Management
 Call Quality Management
 Workforce Management
 Employee Satisfaction
 Proactive Contact & Self Service
 On call Processes
 Escalation
 Call back Management
7. Information &  Quality of Information – Availability, Reliability &
Accessibility Relevance
 Information Security
 Accessibility of Information
 Acquisition
8. Business  Business Continuity
Continuity
9. Talent  Recruitment (refer remarks in brief above)
Management  Training
**  Team Management
 Rewards & Recognition
10. Facilitation ##  Ergonomics
11. Change  Change Management
Management
12. MIS  MIS
13. Analytics  Analytics
14. SLA  SLA
15. Governance  Governance
 Certification

$ Provision to contact customers whose calls dropped to be made for use whenever
need arises. To have tools (Versant for English, covering domestic, international and
writing skills) for certification on language assessment mainly for English / Hindi, the
major languages.
** SBI & Vendor will jointly create the course content and the Vendor will develop training
material with the help of SBI. SBI would not incur any charges for training / certification
carried out by Vendor for SBI process. Certification process to be prepared by vendor,
and reviewed by the Bank. Please refer to all relevant sections in the RFP.
SBI will not provide stationery which is required for letters and other stationery
requirements.
For cost effectiveness and customer satisfaction, Bank will be doing continuous
improvement initiatives.
Read only access to the Knowledge System will be given to Vendor. If required, reviewer
access will be provided to the Vendor. Any modifications required can be suggested by
the Vendor to the Bank.
Vendor should develop the KM tool. Please refer to sub section ‘Knowledge Skill’ under
‘Resolution’ Section in Functional Specifications, and sub section ‘Knowledge
Management’ under 'Desktop Application' Section in Technical Specifications. Read only
access will be given to Vendor. Any modifications required can be suggested by the
Vendor to the Bank.
## Work station:
1) 70 Sq ft specification mentioned in the RFP is inclusive of common facilities for

Contact Centre as given below: Agent workstations, Expert Bench workstations,
Manager/Process Owner’s Cabins, Operations Manager’s Cubicles, Training Room,
Pantry/Cafeteria, Toilet Blocks, Locker area, Reception/Security Stations and Utilities
Room (AC & Electrical).
2) Minimum 24 sq ft operational area per agent workstation. Operational area for the
agent workstation is the space required for the agent terminal and accessories, Phone,
chair and ergonomic seating arrangement.
3) Suitable work stations need be provided for the Support Staff as well to perform
conveniently.
4) No telephone connection need be provided in the production area / floor. If need be,
CCOD can be linked with 2 hard-phones, so that the access to any SBI Officials / Sr.
staff of Vendor can be contacted.
The Quality and MIS teams should be stationed in floor, but within a closed environment
and entry restricted by access card. The Quality, MIS and training teams should be
adequate to take care of the increase in the minimum number of seats (300) specified for
one location.

In case of a disaster, bidder has to decide on the volume of calls of the location under
disaster and those should be handled in other locations based on the specifications
given in FS BCP 13, FS BCP 14 and FS BCP 15 under section 'Business Continuity' of
Functional Specifications- IT. Please also refer to all other relevant sections in the RFP.
The overall volume load is expected to be more or less evenly balanced between
locations during normal times.
The bank will try to facilitate the successful bidder to visit the center of the Vendor for
site-mapping, but, there is no commitment from the Bank.
Analysis to be done by the Vendor to differentiate between HNI customers to ensure
faster / best services (skill-wise routing).
The manpower should be a dedicated team. There has to be dedicated training rooms
for the SBI processes. Entry in training room should be through access card. The
training rooms should be adequate to provide training to Agents, in case the minimum
number of seats are exceeded, may be linked to the ratio increase in number of seats.
The Vendor should undertake to ensure need-based enhancements / upgrades that may
be required from time-to-time to support the functionalities envisaged in this RFP without
any additional cost. However, if the same requires additional technological requirements
or a higher skill-set, the same will go through a change request process.
MIS reports must be auto-generated from the extracts, and be directly uploaded on
website.
A separate space with all infra must be provided at each centre to seat our Officials, to
handle escalated calls (of callers) to provide them efficient and effective support. These
officials would be over and above the Project Officers as stated in this RFP. This space
would be nearer to the floor, wherein calls could be transferred to these officials. A
seating capacity of about 12 seats at each site, need be provided within the logical area
of the floor with separate access-control for the officials. These officials would be having
direct access to Bank’s environment like CBS, etc, For details on space and other
requirements, please refer to the details provided under FS FAC 04.
3.5.3 Technical Specification:
The complete Contact Centre solution needs to be implemented on outsourced model at

bidder’s premises. The entire required infrastructure for the functioning of Contact
Centre as per SBI’s requirements, is to be arranged & managed by bidder. Please refer
to roles and responsibilities in Annexure-C2.
All requirements that are stated in Annexure-C2 - Technical Specification Compliance
section (marked as ‘P’), irrespective of their compliance status, are to be covered and
estimated in the response to this RFP. Bidders are expected to clearly state their
compliance levels in the Technical Compliance sheet. All the listed applications
mentioned in RFP are critical. Access mode is already indicated in the RFP. Bandwidth
is procured on the basis of utilization reports. Any supporting documentation may be
added into Annexure-M of the response.

Below is the brief on Technical Specifications that are detailed in Annexure-C2:
Sr. No. Area Description

1 Mandatory Features & Functionalities in this section are mandatory and,
hence, to be fully complied with.
2 ACD Proposed ACD should comply to the Features and
Functionalities in this section
3 IVR Proposed IVR platform should comply to the Features and
Functionalities of this section
3 (A) PRIs Toll Free Numbers to be backed by 180 PRIs in DC and 179 in
DR maintaining the 50% co-relation in DR and DC.
4 Appendix-A Proposed IVR application should offer the Features mentioned in
IVR Features this section
5 CTI Proposed Computer Telephony Integration (CTI) platform and
applications should comply to the Features mentioned in this
section
6 Multimedia Features to be complied as part of proposed Multichannel in the
Contact Centre
7 Reporting @ Proposed reporting sub system should comply with the features
mentioned in this section. Please note that any compliance here
will be applicable to all proposed sub systems unless specifically
called out by the bidder.
8 Logger Proposed Quality Monitoring and Screen & Voice recording
solution should comply to the features proposed in this section
9 Fault Tolerance Compliance of features for redundancy and failover scenarios in
the Contact Centre
10 Advanced Proposed solution should be capable of these features, but are
Services not required in the initial deployment of the solution. SBI will
intimate as when to implement this at a later stage.
11 Speech Proposed solution should be capable of the features mentioned
Capabilities in the speech capabilities section, however SBI will intimate as
to when it has to be deployed.
12 Authentication Features that are required from the authentication perspective.
13 Architecture Features that are required from the architecture perspective.
14 Integration Features that are required from the integration perspective
15 Dialer Features and functionalities required on the dialer proposed as
part of the solution
16 MIS Proposed solution should comply to the list of features
mentioned in this section
17 Application All application development including but not limited to IVR, CTI,
Development desktop application, Portal etc. should comply with this section.
18 Desktop The proposed agent desktop application should comply to this
Application section
19 WFM @@ The proposed Work Force Management system should comply
to this section

Footnote: Service Provider will provide the cable link up to the premises, but the
necessary space, rack and cabling from that point to be provided by the Bidder at all
locations.
@ A unified reporting system, on real-time basis, covering all the reports in a dashboard,
that can be easily extracted at Contact Centre and by the Project Officers on the sites,
with a provision to modify the search requirements to extract the same must be provided.
The successful bidder shall provide a solution to generate standard reports including
reports to verify KPI & SLA parameters and regulatory & statutory reports. In addition, it
should also be capable of generating Adhoc/customized reports. Reports should also be
available in web-enabled format & should be configurable to be e-mailed to a defined
mailing list. This is also on the basis of IT solution which would be commonly agreed
between SBI and successful bidder.
@@ The vendor will do the Call Forecast and same will get discussed and agreed with
Bank. Post finalization, this forecast will be used for all reporting, invoicing, etc.
Since the CRM tool would be form SBI as far as reports to be extracted from CRM are
considered, the same would be extracted and published by the SBI WFM team.
However, the successful bidder needs to take download for the same.
The call distribution between different transactions types will keep varying from time to
time based on business scenario.
Screen recording: Three months live data for both Voice + Screen recording is required
and for other channels retention period is as per SBI requirement and prevailing statutory
acts (Eg. IT ACT 2008), that are to be retained for 10 years. The recording should be
transferred to SBI in two copies monthly. The call recordings must be purged on 91st day
automatically. A quarterly certificate in this regard to be provided to the Bank. The
necessary set of hardware / software for playing the recordings need be provided to the
Bank at Contact Centre Operations Department, Vadodara.
SBI system is accessible through intranet (dedicated WAN Link) only. Based on
business needs, internet connectivity requirements, if any, will be requisitioned and the
Vendor should provision based on relevant IT & IS policy of SBI. Detail to be shared with
the selected bidder.
All available data should be provided, during the implementation stage with the selected
bidder.
The in scope process documents will have to be created by the successful bidder in
consultation with the bank.
Please refer relevant sections in the RFP for the Connectivity Details. Bidder should be
flexible and open to provide such interface / connectivity in future if required.
Currently, all the existing applications / interfaces as mentioned in the RFP needs to be
integrated. Also, please see all the relevant sections of RFP for integration capabilities
and needs.
All required CRM tools, Client-server applications would continue to reside at the SBI
Global I.T. Centre, Belapur. SBI will retain ownership of all its applications, and license
its Software Hosts. For all Vendor developed applications all licensing and related
hardware-software should be taken care of by Vendor.

Modifications to SBI owned applications, if required, will be done by SBI.
All IT infra including domain controller and Voice set-up has to be physically and logically
segregated. All technology, network and telecom components should be supported
versions of software & hardware, not more than two years old, used exclusively for SBI,
and subsidiaries/JVs. In case, services remain disrupted for any issue with the
technological components, adversely impacting the process, the Bidder must take care
to immediately replace the same with a new version at no extra cost to the Bank.
Systems (Desktops and Servers) will be independent domain controller at B Vendor PO
location which will be configured / installed as per the SBI IT & IS policies.
Bank will provide the gateway for SMS. Bidder will have to provide the facility for
sending SMS. Bidder shall also provide email manager to achieve the stated
functionalities mentioned in all relevant sections in the RFP.
Currently, direct internet access – only white-listed URLs are allowed through firewall /
proxy. Based on business needs, requirements, if any, the same may be requisitioned
and the Vendor should provide, based on relevant IT & IS policy of SBI.
The relevant portion of Bank’s IT & IS policies would be discussed with the Bank’s
selected bidder.
Bidder will have to provide physically and logically segregated area for the SBI
processes. Separate components with latest technology, factory reset updated with
latest patches are required, and after termination should be again factory reset.
Dedicated Data Centre / HUB and NOC / Tech Support Room for the process, is
required.
- IVR Tree to be changed / modified frequently to ensure the same relates to

changing situations. All prompts of IVR must be recorded with good quality
(Studio recording) including pitch modulation and accent through studio to ensure
flawless and consistent IVR announcement. No recording charges, in this regard,
would be applicable for modifications / alterations and new recordings. The
following options on IVR to be considered:-
- To deploy a speech-based Call Steering application for the purpose of capturing
the caller’s intent to enhance the caller experience on IVR.
- To transform the existing DTMF self-service application into speech enabled self-
service and make it fully conversational

Table D: List of Sub-section in Technical Specifications
Sr. No. Area Subsections

01. Mandatory  Mandatory Functional Specifications
02. Cutover & Transition  Cutover & Transition
03. Organization Design  Design
04. Receiving Calls  Market Segmentation
 Channel Assignment
 Numbering plan & Sizing
 Call Carriage
 Pre-routing
05. PRIs Toll Free Numbers to be backed by 180 PRIs
in DC and 179 in DR (maintaining 50% co-
relation between DR and DC).
06. Answering Calls  Identification of Customer
 Routing
 Queue Management
07. Resolution  Authentication for Account Balance
 Knowledge Skills
 Performance Management
 Call Quality Management
 Workforce Management
 Employee Satisfaction
 Proactive Contact & Self Service
 On call Processes
 Escalation
 Call back Management
08. Information &  Quality of Information – Availability,
Accessibility Reliability & Relevance
 Information Security
 Accessibility of Information
 Acquisition
09. Business Continuity  Business Continuity
10. Talent Management  Recruitment
 Training
 Team Management
 Rewards & Recognition
11. Facilitation  Ergonomics
12. Change Management  Change Management
13. MIS  MIS
14. Analytics  Analytics
15. SLA  SLA
16. Governance $  Governance
 Certification
The ratio of DR and DC of 50% to be increased as and when required, and maintained
throughout the currency of the Contract, till termination.

All technical support in respect of APIs (IT / Tech CRM) and other support systems are
to be provided during the currency of the contract till termination of the contract.
Configurable access – role-based availability to be ensured.

Dynamic report of all calls are required. Provision to be made for any additional reports
that may be required, in future. However, in case of any additional technology
requirement for generating such reports or it requires enhanced manpower skill set, the
same will go through a Change Request Process.
$ Regular monthly certification is a must in case the Right to Audit by Bank is not
permitted. The certification is required from the empaneled auditors by CERTIN
(Computer Emergency Response Team India).
The Bidder to provide the Bank with regular MIS on performance in the form of
Dashboards and Reports. This MIS will be published in the self-service portal, wherever
feasible. The Bidder will create a web-based one-stop- shop / window portal for all
operations where all information pertaining to operations can be reviewed.
X-Ray machines for scanning of Bags / boxes need be installed at the main entry point,
for detecting and preventing of any unauthorized items in the floor / production area.
All call variables to be passed on to CRM.
While the solutions would be explored below mentioned line items are non-
negotiable.
 Warm transfer between the centers for escalation calls (Customer wanted to talk
to supervisors) & retention calls
 Integration of call center solution to API’s (Application Programming Interface) of
SBI.
Guidelines to respond to Functional & Technical compliance:

The Bidders need to submit a Certificate as per the proforma provided in Annexure – ‘C’,
confirming their acceptability of the conditions marked as ‘P’ and ‘F’ in C1 and C2.
Prior approval of the Bank to be obtained before any auditor visits any of the site(s). Any
audit report obtained by the Vendor internally to be shared with the Bank immediately on
receipt thereof, by the Vendor.
3.5.4 Project Location
The Contact Centers must be located at mimimum four centres covering each Zone, as
under:
i) North Zone out of Jaipur / Gurgoan or Noida / Agra;
ii) South Zone out of Chennai / Hyderabad / Bengaluru;
iii) West Zone out of Mumbai (including Navi Mumbai) / Pune / Vadodara; and
iv) East Zone out of Bhuvaneshwar / Kolkata.

The minimum number of seats at one location to be 300 (in one premise), with a
minimum total capacity of 1800 seats. Depending upon the increase in call volumes,
the Bidder should provide additional seats / agents to cater to the calls, without any
additional cost to the Bank, except that for the attended calls on Per Connect Minute
basis. The necessary infra need be provided at their own cost, as per forecast. The
Bank reserves its right to move / change any location in future, if it decides so, with
mutual cost, at no extra cost to the Bank.
The Bank expects that the number of sites could increase further, considering the
anticipated increase in Inbound/ Outbound calls.
The bidder will progressively add new locations as and when the Bank decides so,
keeping in mind call carriage cost and spread into different linguistic zones. The
additional centers proposed must be such wherein the call volumes of regional locations
be catered to conveniently, Seismographically stable, with accessibility.
Bidder to provide a narrative description of the proposed location for the Contact Centre,
as part of Annexure-M.
The bidder to include the following information:

 Corporate Office of Indian Vendor
 Geographical locations of Contact Centre proposed for SBI
 Description of Vendor’s existing capabilities, capacity, and resources at the
proposed locations, if any
 List of clients serviced at proposed locations, if any, In case Vendor proposes to
give new set-up then their description would not be needed.
 Any other notable facts that may demonstrate the Bidder’s Vendor’s unique
qualifications and aid in the selection process.
Note: As part of the evaluation process, SBI may visit the existing Contact Centre
locations of the shortlisted bidders. As well, the Bank reserves the right to conduct site
visits (through its own personnel or specialist consultant) at existing and proposed
locations of Contact Centre that are being operated and managed by the shortlisted
bidder.
3.5.4.1 High Level Architecture for Contact Centre

The architecture mentioned below is an illustration of the current Contact Centre.
Network Architecture:

Bidder to provide the architecture in their Bid.
The architecture proposed for the Contact Centre should be a hybrid, highly redundant
system, with centralized management control and call handling at the Contact Centre.
The number of locations starts with six and expected to move progressively to 6 or 8
based on the volume increase during the tenure of the contract. All necessary
components like ACD, IVR and PBX’s Loggers, CTI, WFM, Voice gateways, reporting
servers and all supporting systems are part of the architecture.
Design Parameters:
● Vendor to ensure that all critical components in each of the Contact Centre
should be 100% redundant. (Critical Components include Telecom Subsystem,
Network Subsystem, Contact Centre Subsystem and IVR Subsystem. Please
refer RFP section 6.6.1 SLA for subsystem definition)
● Vendor to ensure that all non-critical components should be N+2.
● If there is a disaster scenario in any one of the Contact Centre, Vendor to ensure
that other Contact Centre sites that are up and running should be able to handle
the load of the Contact Centre that is down.
● Vendor to ensure that redundancy is available and maintained even during
disaster situations. Please refer to tab ‘Business Continuity’ in Annexure-C1
Functional Specifications.
● All the Contact Centre sites and critical components may be in active-active mode
always. Components like ACD need not be in active-active mode, but in active-
standby, in which case there should be facility of auto-failover. Bidder to justify
the components that would be in active-standby mode in Annexure-M. The
decision of the Bank would be final in this regard.

● In case of failure of any system, and where the OEM is unable to provide any
solution for whatsoever reason, and the functioning is affected adversely for over
an month and is expected to remain so, the Bidder must (i) intimate the Bank in
writing advising the nature of defect and the time for upgrading, and (ii) in case
the same system cannot be upgraded by the OEM, for whatever reason, the
Bidder has to intimate the Bank in writing and at the same time initiate steps to
ensure continuity of services, else the entire bills for that month(s) would be
forfeited. This also includes any sudden spurt in call volumes, whatsoever be the
reason, and the failure to address the situation within the said timelines.
All locations will have agents connected to agent desktops and phones through a LAN.
The locations should be connected through a fully redundant trusted and secured
network to allow for overflow of calls, if necessary. The banks data center will be
connected to the locations through a redundant WAN network owned by the bank.
The banks Toll free lines will terminate at the PRI’s procured, owned and managed by
the Vendor at locations. The TATA POC will terminate at the PRIs owned by the Bank
and managed by the Vendor. The architecture should fully utilize latest technology like IP
and SIP and, however, should be able to accommodate TDM based interfaces,
components wherever necessary. The Vendor should deploy components so that the
specifications in Annexure-C2-Technical specifications (‘P) and relevant portions in
Annexure-C1- Functional specifications (‘P’) are complied with and should support the
SLA’s for availability, restoration and KPI’s, at the start.
The above architecture is an illustration and each bidder will have to provide a detailed
breakdown of the architecture. The proposed architecture should include logical and
physical architecture of the solution.
Vendor will have to ensure that the proposed architecture supports integration and
interface to both the Primary data center, GITC, Belapur and the DR data center,
Hyderabad of SBI, or any other Centre, in case of any requirements or eventualities in
future.
The Successful Vendor has to constitute a Business Continuity Committee with a view to
conduct quarterly review meeting and suggest changes in the BCP-DRP that will be
approved by the Bank, subsequently.
Vendor to ensure that access of Integral URLs of the SBI (SBI Times, Ethics, etc.) would
be provided to all officials across all locations by coordinating with concerned SBI deptt./
Service Providers through arranging the Proxy, etc.
All components proposed in the solution should be able to be tenanted for each of SBI's
entities (SBI and subsidiaries, JVs, etc.) who will also use the services.

Component Table:
Component SBI Vendor Hoisted at

Voice/Media Gateways √ Vendor
IVR √ Vendor
ACD √ Vendor
CTI √ Vendor
Logger √ Vendor
Dialler √ Vendor
WFM √ Vendor
Reporting servers √ Vendor
PRI’s $ √ Vendor
LAN and LAN components √ Vendor
WAN and WAN components between locations √ Vendor
Desktops and accessories √ Vendor
Phones and headsets √ Vendor
Toll free and Toll numbers √ TSP
Power Supply and UPS √ Vendor
NOC and Helpdesk √ Vendor
Scrubbing of data √ Vendor
CRM Server √ Bank
Emails & SMS √ Bank
APIs * √ Bank / Vendor
$ In existing setup, PRIs are procured by the Bank & maintenance and payment is taken
care off by the vendor.
* The Bidder should provide APIs for integration and the integration with the other
technology platforms need to be taken care by the Bidder. For integration with CRM,
(developed by Bidder or provided by the Bank) the API should be as java script or .net
(dot net) on the technical arena. Please also refer to Section 3 on CRM.
All information given in the section ‘MIS-Billing’ under tab ‘MIS’ of Annexure-C2 –
Technical specifications compliance, which is used for MIS billing, will be certified as
accurate by technology platform principal, every quarterly.
Note:
1. All technology, network and telecom components should be supported
versions of software & hardware, not more than two years old, used
exclusively for SBI, and subsidiaries/JVs. All BOQs / BOMs for the Tech
Infra deployed for SBI would be made available to Bank for inspection /
Audit or verification purposes.to the existing Vendor, should they participate
and get selected as TC1 Bidder. All BOQs / BOMs for the Tech Infra deployed
for SBI would be made available to Bank for inspection / Audit or verification
purposes.

2. The technology architecture submitted by the successful bidder, will go through

an approval process by SBI and may be subject to changes. The successful
bidder will incorporate these changes.
3. Bidder to submit a detailed document on the technology architecture proposed for
SBI Contact Centre and include it in Annexure-M of the response.
4. All components proposed in the solution should be able to be tenanted for each
of SBI's entities (SBI, and subsidiaries/ JVs) who will use the services. Please
refer section ‘Tenanting’ under tab Architecture in Annexure-C2 – Technical
Specifications Compliance sheet.
$ In existing setup, PRIs procured by the Bank & maintenance and payment is taken
care of by vendor.
* The Bidder should provide APIs for integration and the integration with the other
technology platforms need to be taken care by the Bidder. For integration with CRM,
(developed by Bidder or provided by the Bank) the API should be as java script or .net
(dot net) on the technical arena. Please also refer to Section 3 on CRM.
All information given in the section ‘MIS-Billing’ under tab ‘MIS’ of Annexure-C2 –
Technical specifications compliance, which is used for MIS billing, will be certified as
accurate by technology platform principal (OEM), every quarterly.
Note:
5. All technology components, network and telecom components should be
supported versions of software and hardware, not more than two years old,
used exclusively for SBI, and subsidiaries/JVs. In case, services remain disrupted
for any issue with the technological components, adversely impacting the
process, the Bidder must take care to immediately effect replacing the same with
a new version at no extra cost to the Bank. All BOQs / BOMs for the Tech Infra
deployed for SBI would be made available to Bank for inspection / Audit or
verification purposes.
6. The technology architecture submitted by the successful bidder, will go through
an approval process by SBI and may be subject to changes. The successful
bidder will incorporate these changes.
7. Bidder to submit a detailed document on the technology architecture proposed for
SBI Contact Centre and include it in Annexure-M of the response.
8. All components proposed in the solution should be able to be tenanted for each
of SBI's entities (SBI, and subsidiaries/ JVs) who will use the services. Please
refer section ‘Tenanting’ under tab Architecture in Annexure-C2 – Technical
Specifications Compliance sheet.

3.5.5 Change Management Process

To ensure timely and the best service for its customers; the bank would require to make
changes on its systems. These changes could include technology and operational /
functional changes. The Bidder is expected to have a robust internal change
management system that could support the bank’s needs.
Any change at Bidder will be documented and relevant system log should be kept for 2
audits.
The Bidder will quote for a man-day rate for any new requirement of the bank from
steady state stage, only for major changes (major changes are those wherein the
development period exceeds 5 man-days, as discussed and finalised with the Bank). In
case of disagreement, the decision of the Bank on the categorization of a Change
Request as major or minor would be final and binding. However, in respect of any major
cost due to License fee, it would be mutually agreed upon. All change request should be
documented and should have a numerically assigned number of sequential order. All
change requests should be classified, and approval and escalation mechanisms should
be defined as per the classification. All changes will be executed by the Vendor within
the agreed schedule.
The Bidder will quote for Commercials for any new requirement of the Bank from Steady
State stage.
SLA for Change Management – Penalty slab on the cost of development – as per
SLA 41:
- within timelines finalised with Bank No penalty
- Within 7 days of specified number of days 0.25%
- Over 7 days 0.50%
In case the delay is from Bank’s side or Bank’s technology Service Provider, then this
penalty would not apply.
Please refer to Annexure-C1 Functional Specifications for details on Change

Management Process.
4 Timelines
The period of initial contract will be for 5 (Five) years and may be extendable for further 2
(two) years, on the existing terms and conditions, at the sole discretion of the Bank. If the
Bank does not extend the contract for the further period of two years, then the contract
shall stand extended for two years from the expiry of the contract on the same terms and
conditions.
The go-live date for the Contact Centre to commence transition will be 28 weeks from
date of issue of LOI, and to complete 100% transition will be 42 weeks from date of issue
of LOI. As part of the Bid, the bidder shall submit a detailed project plan detailing all
activities needed to be completed during the transition phase and before go-live date,
assign responsibility for the activity and scheduled completion date for the same. The
bidder will conform to the project plan submitted as part of the Bid response.
The bidder will have to adhere to the cutover & transition plan as given in the timeline
table below. The bidder under no circumstances will be allowed to go beyond the 48
weeks schedule mentioned in the timetable below:

Cutover & Transition Plan

Weeks
1 1 1 1 1 2 2 2 2 2 3 3 3 3 3 4 4 4 4 4
Transition Stages 2 4 6 8 0 2 4 6 8 0 2 4 6 8 0 2 4 6 8 0 2 4 6 8
Start
(LOI / Contract to
commence work)
Ready
(All infra, premises,
people &
technology ready)
Transitioned
(Ready to go live
stage)
TS1 10% Volume -
(At launch)
TS2 30% Volume –
(Successful
handling of 10%
volume)
TS3 60% Volume- -
(Successful
handling of 30%
volume)
TS4 100% Volume-
(Successful
handling of 60%
volume)
Pilot
(Successful
handling of 100%
volume)
Steady State
(SLAs in steady
stage)
Bidder to ensure smooth transition of the existing Contact Centre operations within the
elapsed time as specified in the plan above. Please refer to section on performance pay
and penalties for special payment structure for cutover and transition phase.
In the event of delays due to unavoidable situation beyond bidder’s control, the bidder
shall foresee such incidents and bring it to the notice of the Bank, 2 weeks in advance of
the planned time with alternate solution as a stop gap arrangement, not exceeding
beyond 15 days. All such incidents shall be reviewed by bank to evaluate the severity of
situation. Bank reserves the right to accept or reject such alternate solutions.
 Volume testing and ramp-up of new operations will happen during Transition
Phase in 4 stages as follows (all weeks are from go-live stage):

- Transfer 10% of calls from existing to new operations in 8 weeks

 Post volume testing and successful transition of 100% calls to new operations,
Bidder will focus on quality parameters and SLA adherence as follows:
- Pilot stage with all quality parameters & SLAs implemented from 43rd week
to 48th week
- Steady stage with all SLAs stabilized by 48th week.
- SLAs and KPIs will come into picture after 48 weeks for rewards / penalties.
The selected bidder shall perform the services and comply in all respects with the dates
and hereby agree that failure on part of the bidder to meet the dates without prejudice to
any other rights that SBI may have, may lead to termination of contract at the discretion
of SBI.
For every day’s delay of Ready and Transitioned stage, beyond any delays
communicated in advance and agreed with the Bank, the Bank may charge a penalty of
Rs.2 lakhs per day along with the charges arising out of liquidated loss, for every day’s
delay, on account of loss of business and / or delay in business.
5 Response to RFP
5.1 Introduction
Refer to Point No. 10 of Part-I of this Document, and Schedule of Events in Part-II for full
details.
5.2 Clarification and amendments of RFP documents
Refer to Point No. 7 of Part-I of this document.
5.3 Preparation of Bids
These are covered in detail at para 6 to 15 on in Part I of the main document.
5.4 Evaluation of Bid
Refer to Point no. 16 of Part-I of this document.
5.5 Bid Opening Process

SBI will open the Technical bid, in the presence of bidders’ representative who chooses
to attend, at the time and date mentioned in Bid document at the address mentioned in
Part – II – Schedule of Events’ of this document. The bidders’ representatives who are
present shall sign register and all covers and first page of all technical bids of all bidders,
evidencing their attendance.

5.6 Compliance to qualifying criteria

Bidder will have to fully comply with the eligibility Qualifying Criteria mentioned in
Annexure-B and all the Mandatory Specifications stated in Annexure-C1 and C2 of this
RFP, for which the compliance will have to be denoted and submitted. Non-compliance
to any one or more mandatory criteria will disqualify the bidder.
5.7 Evaluation Process

Those bidders who have qualified as per Section 5.6, will be further evaluated. The
evaluation and selection of successful bidder will be a 3 stage process as follows:
5.7.1 Stage 1: Technical Evaluation

(a) Technical Bids to the RFP would be evaluated on the mandatory points in
Annexure ‘B’ (eligibility criteria), Mandatory Functional and Technical
Specifications for compliance and by assigning the relevant scoring on each of
the technical parameters, as per the table below:
The Functional & Technical specifications are categorized in 2 types as:
- ‘P’- Present - The requirement at the start of operations, and
- ‘F’- Future - Those requirements to be provided when the Bank is ready
for it.
- The Bidder to submit the certificate as per proforma provided in Annexure
– ‘C’, related to these specifications.
The scoring for each parameter in the Scoring Model will be as per the table given
below:
Supporting
S. No. Scoring Parameters Scores Documents
100
Experience in business line (Contact Centre
1 Process)
=>8yrs 10 Registration
=>6 TO '<8 YEARS 7 Certificate /
Incorporation
=>5 TO '<6 YEARS 4 Certificate
No. of seats for Handling total CAPACITY - overall
2 processes
=>6000 10 CA Certificate of
=>3000 to 6000 8 Auditor signing the
=>1500 to 3000 6 Balance Sheet
<1500 3
No. of seats handling for Banking Sector
3 (Domestic) Contact Centre processes only
=>600 10 CA Certificate of
=>400 to 600 8 Auditor signing the
=>250 to 400 6 Balance Sheet
<250 3

No. of seats for handling BFSI (other than banking

4 process)
=>1000 10
CA Certificate of
=>750 to 1000 8
Auditor signing the
=>500 to 750 6
Balance Sheet
<500 3
Inbound - OEM Gartner's Magic Quadrant, in use
5 in Banking Sector process
Leaders 10
Copy of the latest
Challengers / Visionaries 6
Gartner Report
Others 2
Outbound - OEM Gartner's Magic Quandrant, in
6 use in Banking Sector process
Leaders 10
Copy of the latest
Challengers / Visionaries 6
Gartner Report
Others 2
7 Operating Profit in last five years
Profit in all 5 years 10 CA Certificate of
Profit in 4 years out of 5 years 6 Auditor signing the
Profit in 3 years out of 5 years 4 Balance Sheet
8 Overall Turnover 2017-18

=>1000 crores 10
Audited Balance
=>750 crores to <1000 crores 8
Sheet
OEM (Supplier of Dialer / Distributor / IVR / Logger)
supplied to number of Indian companies, based in
9 India
=> 4 companies 10 Certificate from the
=> 2 < 4 companies 6 OEM, listing the
only 1 company 3 name(s) of clients
ISO & Other Cerifications in existing BFSI process,
10 in single process
No. of certifications => 5 10 Copies of latest
No. of certifications =>3 - 5 7 certifications, to be
No. of certifications < 3 4 attached
For eg.: ISO 27001; ISO 9001; COPC; CMM; PCI-DSS 55
11 Based on Solution Document
a. IVR Development team
Available - Dedicated 10 The technical
Available - Centralised 5 evaluation
Not Available 0 committee would

b. Recruitment & Resource Planning award scores, based

Excellent 5 on Solution
Good 3 Documents, and their
Average 1 decision will be final.
c. BCP Plan Any variation
Fully Complied with Scope / Excellent 10 observed between
Partially Complied with Scope / Good 6 during the site visits
or presentation
Non-complied with Scope / Average 2
would be marked
down. Any proof
provided supporting
d. Security the parameters, duly
Fully Complied with Scope / Excellent 10 certified by the
Partially Complied with Scope / Good 6 Authorised Signatory,
Non-complied with Scope / Average 2 would be considered
e. Work Force Management System /Tools and due weightage
Fully Automated 10 would be given by
Partially Automated 6 the technical sub-
Manual 2 committee.
f. Futuristic Technologies*
Available 3 or more out of 5 from Steady
Stage 10
Available less than 3, but not lower than 1
out of 5 from Steady Stage 6
If <=1 out of 5 are available, 3
12 Based on Site Visit 50

a. Training System /Tools
Excellent 5
Good 3
The technical
Average 1
evaluation
Physical Security (Site access Control, committee would
Physical Security Checks, Governance related award scores, based
to Production Area, NOC, DC, PBX, System on Site Visits, and co-
b. access) relate with Solution
Excellent 5 Documents, and their
Good 3 decision will be final.
Average 1 Discrepancies
c. Work Force Management System /Tools observed would be
Fully Automated 10 marked down
Partially Automated 6 suitably by sub-
Manual 3 committee.

MIS / Reporting (SLAs, Quality, CDR, & IVR

d. Reports to be covered)
Excellent (web-based, Automated, real time,
easily configurable, etc.) 10
Good 6
Average 3
Support Team Availability (Quality, Tech.
e. Support)
Excellent 5
Good 3
Average 0
f. Futuristic Technologies* (to be showcased)
Deployed 3 or more out of 5 10
Deployed less than 3, but more than 1, out of
5 from Steady Stage 6
If <=1 out of 5 are available, 3
Use of Versant tools for assessing
g. communication skills
Available 5
Unavailable 0
Based on Presentations Meeting bank's
3 expectations (as per scope)
Management and Governance
(Attrition, Accolades / Awards/ Business
a. Lines covered) 25
Excellent 5
The technical
Good 3
evaluation
Average 1
committee would
b. Coverage vis-à-vis Scope
award scores based
Fully Complied with Scope / Excellent 5 on the presentation
Partially Complied with Scope / Good 3 in co-relation with
Non-complied with Scope / Average 0 the Solution
c. Presentation versus Solution Document document, and site
No Discrepancy 5 visits. Discrepancies
Discrepancy in 2 out of 9 subheads 3 observed would be
Discrepancy in > 2 out of 9 subheads 1 marked down.
d. In-house Application Development Team
Available with CMM -IV or above 10 Copy of the CMM
Available with CMM -III or below 8 Certificate and
Available but not Certified 5 declaration from
Not Available 0 Authorised Signatory
TOTAL SCORES 230

*
Chat-bots; Speech Analysis; Voice Recognition System; Robotic Process
Automation; Virtual Sales Coach.
In case the Bidder has committed, then the conditions need be fulfilled and shall form
part of the Contract agreement.
All bidders must submit their technical bids considering their capabilities and capacities
that need to be elaborated in detail in Annexure-M and must include, but not limited to,
the Scope, Fundamental and Technical Specifications along with the detailed solutions,
wherever sought for, specifically. The explanation provided in Annexure ‘M’ will also be
used to understand the responses better.
 All bidders to make a presentation to SBI representatives on their response to

RFP. A soft copy of presentation to be made available to Bank prior to
presentation meeting. The date(s) for such presentations will be declared after
opening the technical bid.
 Site visits to the bidder centre(s) should be a location where the services to
Banking or BFSI are provided. .
 Qualifying criteria for Technical Bid is as follows:
100% compliance to all mandatory sections of Annexure ‘C1’ and ‘C2’ –

(certificate as per Annexure –‘C’), after being eligible as per Annexure ‘B’.
The bidders who satisfy condition (a) above will be taken forward to the next
stage. The Scoring Model as mentioned, above in this section, would be the
basis for awarding scores. The scores, would be co-related with (i) the
supporting documents submitted by the bidders, (ii) Solution Document provided
by the Bidders, (iii) Presentation made by the Bidder and (iv) the site visits.
The cut-off for Technical Score (TS) would be 60%.
Maximum eligible score would be 230 that would be converted into 100. This
score would be known as Final Total Score (FTS).
Bidders found eligible in the Technical Evaluation, would be taken forward for the
next process.
5.7.2 Stage 2: Indicative Price Bid (Request for Quote – (RFQ)

Specific details on information of Indicative Price Bid are provided in Annexure-‘F’.
“Bidder should quote a price wherein the OEM of the technological solution should
continue supporting the technology operations, till the termination of the contract.” The
Indicative Price Bid must include all the price components mentioned. Prices are to be
quoted in Indian Rupees only.

Illustration for calculating Total cost of service at Indicative Price Bid (TCO):
Type of Service (As per Unit Price in Volume Cost in

service definitions provide in Indian Indian
section 3.3 services Rupees Rupees
scope) in in
figures figures
Regular (01) Basic Contact Centre Productive
Services services inbound connect P1 V1 P1 x V1
automated (IVR) minute
(02) Basic Contact Centre Productive
services inbound agent connect P2 V2 P2 x V2
minute
services outbound connect P3 V3 P3 x V3
automated (IVR) minute
services outbound agent connect P4 V4 P4 x V4
minute
(05) Multi channel Per email
Contact Centre service – P5 V5 P5 x V5
Email
(06) Man-day services Charge per
P6 V6 P6 x V6
(CRM & IVR) day
Total Cost of service at Indicative Price Bid (T1) =
(P1xV1) + (P2xV2) + (P3xV3) + (P4xV4) + (P5xV5) + 0.00
(P6xV6)
Short calls / transferred to Agents, are not chargeable at IVR.

However, the Bank reserves its right to come with a Reserve Price at the time of online
auction, that would be updated on the Bank’s site, to ensure that the Quality of Service
would be maintained by the selected Vendor.

5.7.2.1 Indicative Monthly Volumes for Price Bid comparison
Below is the table for indicative monthly volume for the various services:
Service (As per definitions Unit of Measure

provide in section 3.3 services Recent month
scope)
(01) Basic Contact Centre services Productive
inbound automated (IVR) connect minute V1 140 lakh
inbound agent connect minute V2 160 lakh
outbound automated (IVR) connect minute V3 0

outbound agent connect minute V4 nearly 20 lakhs
(05) Multi channel Contact Centre Per email
V5 nearly 25,000
service – Email
5.7.3 Stage 3. Reverse Auction:
Indicative Price Bids of the Bidders, who are qualified based on the technical evaluation
(including presentations, site visits) carried out by the Bank, would be opened for
carrying out the Reverse Auction. The Reverse Auction would be carried out on the
basis of the Reserve Price fixed by the Bank. The date and time of Reverse Auction
together with detailed rules and procedure would be shared separately with the qualified
bidders subsequent to technical evaluation. Bidders are requested to have a digital
signature to participate in the Reverse auction.
5.7.4. Stage 4. Techno-Commercial evaluation:
Based on the prices quoted in the Reverse Auction Bid, the techno-commercial
evaluation will be worked out to arrive at the Final scores for the Bidders. For arriving at
the Wg. FTS, the scores earned by each short-listed bidders (refer Section 5.7.1) would
be divided by the Highest Score of the competitors. Similarly, the price quoted by each
short-listed Bidder would be weighed against the lowest price quoted by other
competitors. This would be the Wg. Price. The following formula would be applied for
selection of the Bidder:
Wg. FTS x 0.70

--------------------- = Wg. Final Score (WFS)
Wg. Price x 0.30
The Bidder securing the Highest Weighted Final Score (WFS) shall be selected as the
Vendor for Building, Migrating and Operating the Contact Centre. The selected Vendor
will be required to quote a cost with break-up as per table above (5.7.2.1)

5.8 Notification of Award
Refer to Point No. 19 of Part – I.
5.9 Contract Finalization
Refer to Point No. 19 of Part - I.
5.10 Documents required with response

1.1 General
i. Authority letter duly signed by appropriate authority to award authority to the

signing officials to submit the response under his/her signature.
ii. Name, Correspondence address, Email, Telephone and Mobile number of the
contact person who will be the single point of contact. (The visiting card of the
official should be pasted on top of the outer envelope containing the response).
iii. Also refer to point no. 10 (i) of Part-1 of this document.
1.2 Technical Bid

i. Refer to point no. 10 (ii) of Part-1 of this document.
ii. Any other supporting documents as deemed fit by the bidder to support his
responses.
1.3 Indicative Price Bid

i. Refer to point no. 10 (ii) of part-1 of this document.
1.4 Additional Information / Clarification
Should you require any additional clarification / information in this regard, you may
contact any of the following officials. It may be noted that only written (including through
email) clarification to the queries shall be treated as acceptable clarification:
Mr. V.N.Agarwal, Mr. T.Ramadas,

Chief Manager (Contact Centre Assistant General Manager (Contact Centre
Operations Department), Operations Department),
State Bank of India State Bank of India
Email: varoon.agarwal@sbi.co.in Email: ramadas_n@sbi.co.in
Any clarification on this RFP document should be mailed to the mail address of the
officials mentioned above. Last date for receipt of clarifications is 18.08.2018. Subject
line for query(ies) : “Pre-Bid query for RFP CCOD-01/2018-19” must be used.

5.11 Exclusivity Clause
SBI will remain engaged with the selected bidder only, for the monthly volumes up to
what is mentioned in section 5.7.2.1, only Basic Contact Centre services Inbound
automated (IVR) and Basic Contact Centre services Inbound Agent, for the first 12
months of operations.
6 Annexure-O: Service Level Agreement
6.1 Introduction
This section describes the service levels to be agreed by the selected bidder for
providing the services mentioned in this RFP. The service levels have been categorized
and have been listed in the service level catalogue. The service levels are governed by a
set of principles as given below.
6.2 Principles governing Service Level agreement
6.2.1 Service Level Category
Classification parameter 1
 Availability
 Restoration
 KPI’s - Efficiency
 KPI’s -Effectiveness
 Availability: SLA’s which measure performance of services based on their availability

 Restoration : SLA’s prescribing the time required to restore non –available systems
 KPI- SLA’s which measure performance on a set of Key performance indicators of
services which are available and running
o Efficiency: SLA’s which measure performance vis-à-vis consumption of
resources.
o Effectiveness: SLA’s which measure performance vis-à-vis achievement of
objectives.
Classification parameter 2
 P Class: These are SLAs whose performance will be measured and will
have penalty / bonus attached to it.
 M Class: These are SLAs whose performance will be measured but will
not attract a penalty or a bonus.
6.2.2 Measurement and Validation of Service Levels

SLA monitoring and management will have the following three phases. For details, also
refer to Section 3.5 of this RFP.

6.2.2.1 Phase 1: SLA measurement only

During this period from the date of Transition till the pilot start date, the selected bidder
will measure the agreed SLA values. The selected bidder will monitor and share the SLA
performance with the bank and have an approach to continuously improve the
performance of SLAs. This should be in line with the timelines stated under Section 3.5.
(Cut-out and Transition). Any deviation thereof, should be specifically advised in writing,
along with the plans to meet the deadline for Steady State Stage.
This phase provides an opportunity to the selected bidder to get ready for SLA reporting,
which will begin in phase 2.
6.2.2.2 Phase 2: SLA reporting

During the ‘pilot’ stage the selected bidder would need to submit to SBI a set of standard
reports assessing selected Bidder’s SLA’s performance during the previous calendar
week against the levels of service mentioned in SLA catalogue. Selected bidder will
deliver such reports on 1st day of next week.
This phase provides an opportunity to the selected bidder to get ready for performance
based levies, which will begin in Phase 3 ‘Steady State’ stage.
6.2.2.3 Phase 3: SLA Levies

During this period from the steady state date, till the end of the contract, the selected
bidder will continue to submit to SBI a set of standard reports assessing selected
bidder's SLA’s performance during the previous calendar month against the levels of
service specified in SLA catalogue.
The selected bidder will also submit the report of levies with required calculation for the
penalties and rewards applicable.
At end of every month selected bidder will propose for consideration by SBI a set of next
month improvement targets for the agreed set of Service Levels, which are being
measured by selected bidder, along with an approach to facilitate the selected bidder’s
ability to meet these new targets for consideration by SBI, which may include interim
improvements.
6.2.3 Analysis and Reporting

Selected bidder will be responsible for promptly investigating failures to meet the Service
Levels by:
 Initiating and reporting problem investigations to identify root causes of failures
related to not achieving the Service Levels.
 Promptly reporting problems related to the Services, as identified, to SBI that
could be expected to have a material adverse effect on SBI Contact Centre
operations.
 Developing and implementing improvements in selected bidder procedures
required to prevent repeated failures to meet the agreed SLA’s.
Recommending improvements in SBI infrastructure and processes that may be
advisable to improve overall Service Levels. Selected bidder will identify and report to
SBI root causes, will correct problems and will attempt to minimize recurrences of missed
Service Levels for reasons for which selected bidder is responsible. SBI agrees to

correct problems and attempt to minimize the recurrence of problems for which SBI is
responsible and that hinder selected bidder’s ability to meet the Service Levels.
Selected bidder will deliver all agreed monthly Service Level Reports (including the base
data) and the initial root cause analysis report by the end of the 5th day of the next
month.
On a monthly basis, the Parties will meet and formally review the monthly reports within
15 days of the production of the Service Level Reports together with any open root
cause analyses.
6.3 Service Level Governance

Governance will cover the following functions:
1. Wrong SLA reporting
2. Late SLA reporting
3. Shortfall in achieving target
4. Disputes regarding penalty and rewards
5. Constitution of board governance
6. Review and change
6.3.1 Wrong SLA reporting

If SBI finds that SLA or levies reporting has a mistake, SBI can apply the maximum
allowable penalty for that SLA for the month, for that service.
In case of any mistakes / errors in reporting after final submission, SBI shall levy a flat
penalty of Rs.25,000/- per SLA.
6.3.2 Late SLA reporting

 If SBI receives the SLA or levies reports after the seventh day of the succeeding
month, SBI will issue a warning to the selected bidder.
 If the selected bidder does not submit the report by fifteenth of the succeeding
month, SBI shall levy a flat penalty of Rs.10000/- per day of delayed reporting for
that month. (day 1 starts from sixteenth).
6.3.3 Shortfall in achieving target

Penalties as per trigger values, given in the SLA catalogue will be calculated
based on SLA achieved for the month, by the selected bidder and reported to SBI
on a monthly basis.
This penalty will be applied on the selected bidder as per contract terms agreed.
6.3.4 Disputes regarding penalty

Disputes regarding the penalty will be raised by the selected bidder or SBI to the
board of governance. The governance committee will have a defined escalation
process for conflict resolution.
6.3.5 Constitution of Board of Governance

The board of governance will have representatives from selected bidder and SBI.
The board will have three committees: operational, management and steering. Each
committee of the board will meet at periodic intervals to take up working matters and

conflicts for resolution. The escalation will be done by operations to management to

steering. Selected bidder will be preparing reports for each level of governance at a
frequency agreed as per contract.
In the absence of consensus, the dispute may be referred to joint arbitrator; one to
be nominated by each party and the said arbitrators shall nominate a presiding
arbitrator, before commencing the arbitration proceedings. The disputes shall be
settled in accordance with the applicable Indian Laws.
6.3.6 Review and change

SBI will review the SLA’s, catalogues, targets and all related processes, in 6 months
interval and may change the same for improving the business performance.
6.4 Sub-parameters for Performance of certain SLAs

Certain SLAs which are based on performance of sub-parameters (e.g. Interaction
Quality Score parameters, C-sat Score parameters etc.) will be shared during the
contract and the successful bidder will have to abide to those sub-parameters.
6.5 Clarifications
Any planned downtime intimated with advance notice to the bank is excluded from
measurement of the relevant SLA.
Selected bidder should retain all base data, including server logs, pertaining to
measurement of any SLA’s for a period of 36 months from their generation date. This
period may change from time to time as per statutory and external audit requirements of
SBI.
6.6 SLA Catalogue
6.6.1 Subsystem Definition

For ease of reporting and due to their inherent characteristics all systems have been sub
divided into 5 sub-systems.
Sub system Components

IVR subsystem IVR platform, Servers, voice browser servers, application and
systems related to IVR
Contact Centre ACD, CTI, Logger, Dialer, WFM, Multichannel (e-mail, SMS)
subsystem servers, speech servers, video servers, voicemail servers,
reporting servers and all related systems.
All servers, interfaces, middle-wares, storages servers,
databases and applications for supporting the subsystem
Telecom subsystem All voice /media gateways ,Trunks /PRI lines / fixed line
originating calls / Mobile originating calls
Network subsystem LAN & WAN and routers for voice and data
Desktop subsystem All agents desktops, soft and hard phones and accessories
● All availability and restoration SLA’s are applied on the aforesaid subsystems.

6.6.2 SLA’s: Sub-System Availability

Reporti
S. Measurem
Performance ng Service Clas
N Measure Unit ent
Metric frequen level s
o frequency
cy
% of time in a
SLA 01 – IVR Sub month the P
>=
01 system system- proposed system Daily Monthly Clas
99.5%
Availability was up and s
running
SLA 02 – Contact % of time in a
Centre Sub month the P
>=
02 System-Availability proposed system Daily Monthly Clas
99.5%
(both Inbound and was up and s
Outbound) running
% of time in a
SLA 03 – Telecom month the P
>=
03 sub system – proposed system Daily Monthly Clas
99.5%
Availability was up and s
running
SLA 04 –Network % of time in a
subsystem- month the P
>=
04 Availability (both proposed system Daily Monthly Clas
99.5%
Inbound and was up and s
Outbound) running
SLA 05- Desktop % of time in a
subsystem- month the P
>=
05 Availability (both proposed system Daily Monthly Clas
99.5%
Inbound and was up and s
Outbound) running
Note:
1. Scheduled down times for proactive maintenance will not be considered as down time
for availability calculation.
2. The specific items by their version no, make, model and configuration number in each
of the sub systems mentioned above will be identified and updated during the course of
the project
3. Availability for a system for a month= [(43200 minutes -Total down time due to
Severity 1 and 2 categories in a month in minutes) /43200 minutes.]
4. Source data for Availability SLAs will be defined once the technology is deployed
5. Downtimes due to severity 1 and 2 will be used for availability calculation
6. All severity 3 cases will be monitored and reported by the bidder every month by 5th for
the previous month. The bidder will put effort to make sure that if any severity 3 case has
a tendency to move into severity 2 or 1 then clear corrective and preventive actions will
be taken.

6.6.3 SLA’s: Sub-System Restoration
Measure Reportin
Respons Restore
Busines ment g Clas
Sub systems Severity e Time Time
s Hours frequenc frequenc s
within within
y y
7 x 24 Severity 15 M
SLA 06 – IVR Hours 1
Daily Monthly
minutes
2 Hours
class
Sub system
(Restoration) 7 x 24 Severity 15 M
Daily Monthly 3 Hours
Hours 2 minutes class
SLA 07 – 7 x 24 Severity 15 M
Contact Daily Monthly 2 Hours
Centre sub
system 7 x 24 Severity 15 M
(Restorations) Hours 2 minutes class
SLA 08– 7 x 24 Severity 15 M
Telecom sub Hours 1 minutes class
system 7 x 24 Severity 15 M
(Restoration) Daily Monthly 3 Hours
SLA 09- 7 x 24 Severity 15 M
Network Hours 1 minutes class
subsystem 7 x 24 Severity 15 M
SLA10- 7 x 24 Severity 15 M
Desktop Hours 1 minutes class
subsystem 7 x 24 Severity 15 M
* Note: Service Level & Abandoned will not be considered for normalization, due to
downtime up to 2 hours. The SLAs during downtime would be normalized for
calculation of achievement parameters, but the same would not be considered for
Billing purposes.
6.6.4 Severity Matrix

Severity - 1 incidents (More than 50% of the users/volume/capacity affected in any
one site)
The service at any one site comes to a standstill due to a breakdown in one of the key equipments
or sub systems. This is a case where the respective site’s operations have come to a halt and no
alternate arrangements are available for the following typical faults but not limited to the list
below
•Server CPU’s (active / redundant) failure
•Calls not landing to agents
•Entire site failure
• Any application issues related to Contact Centre functionality i.e. skill base, IVR
• More than 50% of agent phones not receiving calls
•IVR breakdown affecting 50% of call volumes
•Software error resulting in system initiation

Severity - 2 incidents (More than 10 %, but less than 50%, of users/volume/capacity

affected in any one site)
The service is crippled, quality is degraded and is affecting the performance largely; the
operations can be sustained but are severely affected; majority of the services offered are affected
and (or)service offered is inconsistent in line with business needs typically but not limited to
following
•Redundancy - one of active or redundant CP / signaling server failure
•Routing CTI, IVR

•Software error resulting in system initiation
•Persisting blank calls, short calls (calls dropped in less than 10 sec.) and server
unreachable, if this is more than 30mins
•Screen pop’s not happening or erroneous for more than 10% users
•No Voice, No agent ( Calls in which one party cannot listen other) of more than 10% a day
Severity – 3 –Minor incidents (less than 10%)

–Problems affecting individual users or the problems that do not affect the performance of
the network. Alternate arrangements can be made by the bidder to continue the operations till the
problem is rectified. A Few examples of such cases are
–MIS, report related issues
–Agent ID /password issues
–Single user connectivity issues
Mission Criticality:
The guidelines covered under Section 4 (Timelines) are critical for a smooth transition,
and must be adhered to, unless any unforeseen circumstances arise. In such an
eventuality, the actions need be initiated as specified therein.
6.6.5 SLA’s: KPI’s –Efficiency
Service Level : KPI’s-Efficiency

Sr. Measureme Reporting
Performance Service Clas
No Measure Unit nt frequency frequenc
Metric level s
. y
Percentage >= 90%
SLA 11-Service P
01 calls in ‘x’ Daily Monthly calls in 20
Level Class
seconds sec
SLA 12-Service
Percentage >= 90%
Level for P
02 calls in ‘x’ Daily Monthly calls in 10
Premium Class
seconds sec
Segment
SLA 13 -
Average Call P
03 Handling Time
Seconds Daily Monthly 225 sec
Class
*

SLA 14 -
M
04 Average Speed Seconds Daily Monthly <=15 sec
Class
of Answer
(%) Percentage
SLA 15 - of all incoming
P
05 Abandoned calls Daily Monthly <=3%
Class
Call Rate abandoned in
agent queue
SLA 16 - Percentage of <=25%
P
06 Repeat Call all incoming Daily Monthly within 24
Class
Rate on IVR $ calls on IVR hrs
SLA 17 - Percentage of <=15%
P
07 Repeat Call all incoming Daily Monthly within 24
Class
Rate at Agent $ calls at Agent hrs
>=95%
Percentage
SLA 18-Service response P
08 Level for email
response within Daily Monthly
within 24 Class
‘x’ hours
hours
SLA 19 -
Average After <=10 M
09 Call Work time
Seconds Daily Monthly
seconds Class
/ Wrap Up Time
SLA 20 -
<=3% of M
10 Average Hold Seconds Daily Monthly
AHT Class
time % #
SLA 21-
Days of training
Classroom
an agent >= 6 M
11 Training
receives per
Monthly Monthly
man-day Class
(excluding
year
induction)
% Accuracy
SLA 22 – Real M
12 time Adherence
staffed to Daily Monthly >=95%
Class
scheduled
SLA 23 -
Interaction % of logged
Quality Score calls meeting P
13 (both Inbound quality
Daily Monthly >=95%
Class
and standards
Outbound)
SLA 24 -
% of logged
Interaction
calls meeting P
14 Quality Score
quality
Daily Monthly >=97%
Class
for Premium
standards
Segment
SLA 25-
Capacity
Management
for Telecom % utilization in P
15 subsystem peak hours
Daily Monthly < =75%
Class
(both Inbound
and
Outbound)
SLA 26-
Capacity % utilization in P
16 Management peak hours
Class
inbound

technology
subsystem –
Agent (All
associated
ports &
licenses)
SLA 27-
Capacity
Management
inbound
technology % utilization in P
17 subsystem – peak hours
Class
IVR (All
associated
ports &
licenses)
SLA 28-
Capacity
Management -
Outbound
18 subsystem - peak hours
Daily Monthly <= 75%
Class
Agent services
(All associated
ports &
licenses)
SLA 29-
Capacity
Management –
Outbound
19 subsystem - peak hours
Class
IVR (All
associated
ports &
licenses)
SLA 30 –
Average Call
P
20 Handling Time Seconds Hourly Daily TBD
Class
for outbound
Agent Calls *
SLA 31 - Call
Recording % of calls
recorded in a P
21 (both Inbound Daily Daily 100%
month (Voice & Class
and Screen)
Outbound)
As per
SLA 32 - Call M
22 Carriage
GOS Level Monthly Monthly TRAI
Class
Rules
*Average Call Handling Time (AHT) = (Total Talk Time + Total Hold Time + Total Wrap
Time)/ Total No. of Calls Answered. The AHT target will be reviewed by the bank every 6
months for improvement.

$ Repeat is defined when the same person calling within 24 hrs based on identification,
and the Vendor will start with same definition. However Bank is open for a deeper
definition in future.
# Average Hold Time = Total hold Time of held calls / Total held calls. Maximum Hold
time in any one call should not exceed more than 60 sec.
6.6.6 SLA’s: KPI’s –Effectiveness

Service Level : KPI’s-Effectiveness
Sr. Performance Measure Measurement Reporting Service
Class
No. Metric Unit frequency frequency level
% of calls
SLA 33 – On completed in P
01 Call Resolution the first
Daily Monthly >=95%
Class
interaction
% of calls
SLA 34 - IVR TBD after
completed P
02 Call completion
successfully
Daily Monthly pilot stage
Class
** by bank
on the IVR
SLA 35 – Fatal
% of logged
Error (both P
03 calls based on Daily Monthly <=2%
Inbound and sample
Class
Outbound)
Number of
>=15
leads
SLA 36 - Leads Leads per M
04 generated ##
generated per Daily Monthly
agent per Class
agent per
month
month
SLA 37 - CSAT
scores CSAT Score P
05 (automated designed
Daily Monthly >=80%
Class
survey)
SLA 38 - CSAT
scores (survey
conducted by CSAT Score P
06 the bank) (both designed
Monthly Quarterly >=80%
Class
Inbound and
Outbound)
SLA 39 - % Compliance 100%
M
07 Compliance to on Audit by Monthly Quarterly compliance Class
security Policy Bank
SLA 40 - All >=99%
% no. of
MIS reports M
08 against
reports within Monthly Monthly
Class
schedule
schedule
SLA 41 - All >=99%
% no. of
Change
change
requests M
09 completion
requests Monthly Monthly
Class
completed
against agreed
against plan
plan
SLA 42 – End TBD
M
10 User Monthly Monthly
Class
Resolution ###

** Definition of IVR call completion: IVR call completion signifies the % of those calls
among the overall offered calls, where callers satisfactorily complete their call on the
IVR. Callers who satisfactorily complete their calls in IVR are termed so if they exit from
those identified self-service menu option after spending the required time in that menu to
logically complete the event/transaction. The self-service menu option as explained
above will be determined by SBI. No functionality of IVR can be changed by the bidder
without prior submission and/or approval from SBI. SBI suggested changes in the IVR
functionality will have to be implemented by the bidder. The baseline for IVR call
completion will be defined within 3 months post the pilot stage by SBI.
## Any enquiry by customer as a lead and passed over to branch is considered as lead
generation. Details on CSAT forms / Quality Forms will be clarified during the
implementation stage with the selected bidder.
### End user resolution is the actual percentage of the end resolution provided by
contact centre, from customer's perspective.
The invoices for each process to be raised separately,
6.7 Performance Bonus and Penalties

The basic purpose of bonus is to promote performance and penalty is to discourage
underperformance. The bonus and penalties are calculated on the basis of final MTD.
The following are the bonus and penalty structures for various SLA’s.
6.7.1 Penalty for Availability SLAs $$

Availability SLA Performance Slab Penalty for that months
billing for that service
99.49 to 99.30 0.5%
All Availability SLAs from 99.29 to 99.10 1%
SLA 01 to SLA 05
99.09 and below 2%
6.7.2 Penalty for KPI SLAs $$
Penalty for that

Performance
Service Name months billing
Measure
for that service
>=86% <90% 3%
SLA 11-Service Level >=82% <86% 5%
(90% calls in 20 sec)
<82% 7.5%
>=86% <90% 3%
SLA 12-Service Level (Premium Segment)
>=82% <86% 5%
(90% calls in 10 sec)
<82% 7.5%
>3% <=5% 3%
SLA 15 - Abandoned Call Rate >5% <=8% 5%
>8% 7.5%

>=91% <95% 3%
SLA 18 -Service Level for email >=87% <91% 5%
<87% 7.5%
>=90% <95% 3%
SLA 23 - Interaction Quality Score >=85% <90% 5%
<85% 7.5%
>=92% <97% 3%
SLA 24 - Interaction Quality Score (Premium
>=87% <92% 5%
Segment)
<87% 7.5%
SLA 25-Capacity Management for Telecom
SLA 26-Capacity Management inbound Agent (All >75% <=80% 3%
associated ports & licenses)
SLA 27-Capacity Management inbound IVR (All
associated ports & licenses)
SLA 28-Capacity Management - Outbound Agent >80% <=85% 5%
(All associated ports & licenses)
SLA 29-Capacity Management –Outbound IVR
>85% 7.5%
(All associated ports & licenses)
SLA 30 - Average Call Handling Time for TBD based on data from 3 months of
outbound Agent Calls outbound agent calling process
>=99% <100% 1%
SLA 31 - Call Recording – Inbound & Outbound
>=98% <99% 3%
(Agent)
<98% 5%
>=90% <95% 3%
SLA 33 – On Call Resolution >=85% <90% 5%
<85% 7.5%
>2% <=3% 3%
SLA 35 – Fatal Error >3% <=4% 5%
>4% 7.5%
6.7.3 Bonus & Penalty for KPI SLAs $$
Service Name Performance table Bonus for Penalty for

that months that months
billing for billing for
that service that service
SLA 13 - Average <215 secs 1%
Call Handling Time
(225 secs) ## >225 secs 1%
SLA 16 - Repeat For every 5 point reduction
1%
Call Rate on IVR over base line @
SLA 17 - Repeat For every 5 point reduction
1%
Call Rate at Agent over base line @

For every point increase over

1%
SLA 34 - IVR Call base line @
completion*** For every point decrease
1%
below base line @
>83% <=86% 2%
SLA 37 - CSAT >86% 4%
scores (automated >=75% <80% 2%
survey) >=70% <75% 4%
<70% 5%
SLA 38 - CSAT >83% <=86% 2%
scores (survey >86% 4%
conducted by the >=75% <80% 2%
bank) (both Inbound >=70% <75% 4%
and Outbound) <70% 5%
SLA-41 (All change In time Nil Nil
requests completion Within 7 days of the no. of
0.25%
against agreed plan – days finalised
delay exceeding the Exceeding 7 days of the no.
no. of days) 0.50%
of days finalised
$$ The penalty will be capped at 15% overall, of the monthly bills, for all the SLAs / KPIs
whether technological / operational, subject to the following:
## AHT performance bonus will be paid only if, the AHT is met within 225 seconds, and
FTR / On Call Resolution, SLA is also achieved.
@ that means the reduction of 5% over and above the baseline (eg. From 25 to 20) and
for increase in baseline it would be from 10 to 11, and not a percent of the baseline.
*** as defined under table 6.6.6.
* Exceptional Item: Wrong Card blocking - penalty of Rs.25000/- per instance.
The Bank may, if it so desire, in future come out with a scheme to provide incentive to the
Vendor, over and above the bonus, as stated above, in relation to the increase in volume
of business generated or income earned by the Bank. This would be mutually agreed
upon, at the appropriate time when the end-to-end data of lead generation and it
conversion, is captured by the system.
6.7.3 (a) In case the Agent promptly reports the wrong card blocking and gets the card
unblocked, then the penalty would be waived, without prejudice to the Bank’s right of
recompense in case any issues that may arise / settle, in future.
* In addition to that stated in 6.7.2 above, the following aspect need to be taken care of.
In case of failure of any system, and where the OEM is unable to provide any solution for
whatsoever reason, and the functioning is affected adversely for over an month and is
expected to remain so, the Bidder must (i) intimate the Bank in writing advising the
nature of defect and the time for upgrading, and (ii) in case the same system cannot be
upgraded by the OEM, for whatever reason, the Bidder has to intimate the Bank in
writing and at the same time initiate steps to ensure continuity of services, else the entire

bills for that month(s) would be forfeited. This also includes any sudden spurt in call
volumes, whatsoever be the reason, and the failure to address the situation within the
said timelines.
6.7.4 SLA –Services Mapping
Mapping of SLAs to Service as mentioned in section 3, for Bonus & Penalty calculation *.
Services
Basic Basic Basic call Basic Multi Basic Basic
call call center call chann call call
center center services center el call center center
services Service Outboun servic center services services
inbound s d es servic inbound outboun
automat Inboun automate Outbo es e- agent for d agent
SLA ed (IVR) d d (IVR) und mail Premium for
agents agents /ITFN premium
segment / ITFN
segment
Availability 1 2 3 4 5 6 7
SLAs
SLA 01- IVR P P
Sub system
SLA 02- P P P P
Contact
center sub
system
SLA 03- P P P P P P
Telecom sub
system
SLA 04- P P P P P P
Network
subsystem
SLA 05 – P P P P
Desktop
subsystem
KPI SLAs
SLA 11- P
Service Level
SLA 12- P
Service Level
(Premium
Segment)
SLA 13 B&P B&P
Average Call
handling time
SLA 15- P P
Abandoned
Call Rate
SLA 16- B
Repeat call
Rate on IVR

SLA 17- B B
Repeat call
Rate at agent
SLA 18- P
Service level
for email
SLA 23- P P P
Interaction
Quality Score
SLA 24 – P P
Interaction
Quality Score
( Premium
Segment)
SLA 25 – P P P P P P
Capacity
Management
for Telecom
SLA 26- P P
Capacity
Management
inbound –
agent(All
associated
port &
licenses)
SLA 27- P
Capacity
Management
inbound
IVR(All
associated
port &
licenses)
SLA 28- P P
Capacity
Management
outbound
agent(All
associated
port &
licenses)
SLA 29- P
Capacity
Management
outbound
IVR(All
associated
port &
licenses)

SLA 30- P P
Average Call
Handling Time
for outbound
Agent Calls
SLA 31- Call P P P P
Recording
SLA 33- On P P
Call
Resolution
SLA 34-IVR B&P
Call
Completion
SLA 35- Fatal P P P P
Error
SLA 37-CSAT B&P B&P B&P
score
(Automated
survey)
SLA 38- B& B&P B&P B&P
CSAT score
(survey
conducted by
the Bank)
SLA 41 – P (Change Management Process)
Penalty for
delay for
Change
Management
Request
* SLA-41 Penalty for delay in (All change requests completion against agreed plan –
delay exceeding the no. of days) development of change requests, at each instance.
P = Penalty
B = Bonus
B&P = Bonus & Penalty
At the end of every month, penalty and/or bonus of individual SLA will be identified and
applied against different services as shown in the table above.

6.7.5 Special instructions (applicable on both Inbound & Outbound bills)

 Overall penalty is capped at 15%, of its billing for that month. (subject to
additional penalty(ies) as stated in Annexure-I, and other places in this RFP).
 Overall bonus is capped at 15%, of its billing for that month.
 Critical to Quality (CTQ) SLAs mentioned below should reach their target value to
move from Pilot to Steady State stage.

CTQ SLAs
Measure Reportin
S.
Performan Measure ment g Service Clas SLA
N
ce Metric Unit frequenc frequenc level s Type
o
y y
% of time in
SLA 02 –
a month the
Contact Service
proposed >=99.5 P
01 Centre sub Daily Monthly Availabilit
system was % class
System- y
up and
Availability
running
% of time in
SLA 03 – a month the
Service
Telecom proposed >=99.5 P
02 Daily Monthly Availabilit
sub system system was % class
y
-Availability up and
running
SLA 11 – Percentage >=90%
P Service
03 Service calls in ‘x’ Hourly Daily calls in
class Efficiency
Level seconds 20 secs
(%)
Percentage Daily
of all
SLA 15 -
incoming P Service
04 Abandoned Monthly <=3%
calls class Efficiency
Call Rate
abandoned
in agent
queue
SLA 34 - % of calls TBD
Service
IVR Call completed after P
05 Daily Monthly Effectiven
completion successfully pilot class
ess
** on the IVR stage
SLA 37 -
CSAT Service
CSAT Score P
06 scores Daily Monthly >=80% Effectiven
designed class
(automated ess
survey)

Note: For movement from Initial Pilot stage to steady stage, only first 4 SLAs in CTQ to
reach their target value. SLA 34- IVR Call completion and SLA-37 Csat scores
(automated survey) not included in the initial pilot stage movement to Steady status
stage. However, periodical discussions in this regard, would commence during Pilot
stage and finalized immediately thereafter.
6.7.6 Material Breach

1. If there is consistent penalty on the highest default slab (unstable stage), (a) for
any 3 SLAs out of 6 Critical to Quality SLAs (mentioned below – in table) for 2
consecutive months or for 4 or more months in a preceding financial year then it
will be considered as material breach. (b) If any one specific SLA consistently falls
to highest default slab, for 3 consecutive months, then it will be considered as
material breach.
2. Under this material breach, the center will fall back into unstable stage and the
payment for the period of minimum 6 weeks from there on and till the SLAs are not
restored back to stable stage (based on monthly billings covering the entire period
– full month basis) then an additional penalty of 2% would be applied for that
period. This particular penalty would be over and above the penalty of 15% stated
at 6.7.3.
The material breach would be applicable for the following:
CTQ SLAs
Measur Repor Unsta
S. Performan Measure ement ting Servic ble Clas SLA
No ce Metric Unit frequen frequ e level Stage s Type
cy ency Level
% of time in
SLA 02 –
a month the
Contact 99.09 Service
proposed Monthl >=99.5 P
01 Centre sub
system was
Daily
y %
% and
class
Availabil
System- below ity
up and
Availability
running
% of time in
SLA 03 – a month the
99.09 Service
Telecom proposed Monthl >=99.5 P
02 sub system system was
Daily
y %
% and
class
Availabil
below ity
-Availability up and
running
Percentage
SLA 11 – >=90% Service
calls in ‘x’
03 Service
seconds
Hourly Daily calls in <82% KPI Efficienc
Level 20 secs y
(%)
Percentage
of all
SLA 15 - incoming Service
Monthl
04 Abandoned calls Daily
y
<=3% >8% KPI Efficienc
Call Rate abandoned y
in agent
queue

SLA 34 - % of calls TBD <10%

Service
IVR Call completed Monthl after of
05 completion successfully
Daily
y pilot base
KPI Effectiv
eness
** on the IVR stage line
SLA 37 -
CSAT Service
CSAT Score Monthl
06 scores
designed
Daily
y
>=80% <70% KPI Effectiv
(automated eness
survey)
** refer definition under Table 6.6.6.
Refer to Annexure-I for all the penalties on SLAs, and Indemnities.
6.7.7 The successful bidder is required to execute an Agreement with Bank in a format
as near as possible to the format provided at Annexure-O of this RFP. For the purposes
of giving effect to the terms and conditions of the RFP including but not limited to the
service levels specified herein as well as any further modifications/ amendments to RFP,
the terms of the format at Annexure-O may be fine-tuned, without affecting its
fundamental basis, prior to its execution.

Annexure-F
Format for Indicative Price Bid
I/We M/s…………..… offer the following prices for Building, Migrating and Operating
Contact Centre for SBI.
We declare that our bid prices are for the entire scope of work as stated in the RFP in
Sections 3, Functional & Technical Specifications in Annexure C1 & C2, Terms &
Conditions as in section 6 and all other requirements as stated in the RFP.
We also confirm that, all partially complied or not complied requirements in Annexure,
C1 and C2 of this RFP, will be complied before the Steady State Stage, and within the
below quoted price.
1. Price for services (as per Section 5.7.2 of Annexure-E.)

The bidder has to strictly respond to the Indicative Price Bid as per the format below:
Type of Service (As per definitions Unit Price in Indian Price in Indian
service provide in section 3.5.1.3 Rupees in Rupees in
services scope) figures words
Regular Basic call centre services Productive
Services inbound automated (IVR) connect minute
Basic call centre services Productive
inbound agent connect minute
outbound automated (IVR) connect minute
outbound agent connect minute
Multi-channel call centre Per email
service – Email
Man-day This service category is for any Charge per day.
services additional work over and above
the scope agreed, if and when
arises (CRM & IVR)
We confirm that:
The prices quoted in table above, ‘Price for Services’ will be replaced by the price quoted
and selected in the reverse auction.
Footnote:
Charges in respect of IVR for far-end and near-end disconnections will be paid, provided
full details of these calls are submitted to the Bank.
Special instructions:
● The Price for Premium Services (Premium & International Segment) for basic
call centre Inbound and Outbound agent services, will be considered at 110% of

price quoted for Regular Services for basic Call centre services for Inbound &
Outbound agent.
● All the above prices will be capped at 75% of the above quoted during time for
transition i.e. between READY and PILOT stage.
● All the above prices will be capped at 85% of the above during time for pilot, i.e.
between PILOT and STEADY STATE stage.
● The prices quoted above will be exclusive of GST.
● Payment Term for all basic services for all services under Regular & Premium
Services, (Service No. 1 to 7) will be as per PT1. The payment terms for all
performance and penalty based payment will be as per PT2.
● Payment for Man-day Services will be made within 30 days of acceptance of
invoice.
● The price for the service mentioned in Sec. 3.3.1, will be mutually agreed upon
between SBI and the selected bidder.
● The SLAs during downtime would be normalized for calculation of achievement
parameters, but the same would not be considered for Billing purposes.
Payment Term PT1

● The bidder to raise all necessary documentation, reports for the service rendered
in the previous month and called as ‘proof of service’ by 5th of every month for the
service rendered the previous month.
● In future, it may be possible that the invoices need be raised directly on the
subsidiaries / JVs. In such cases, the payment would be effected directly by the
respective subsidiary / JV.
● SBI to provide their approval or disapproval as the case may be for the’ proof of
service’ within 7 days.
● The bidder to raise the invoice with 3 days of SBI’s approval of’ ‘proof of service’
● SBI to make payment within 30 days of invoices raised.
Payment Term PT2

● The bidder to raise the proof of service rendered by 5th of every month for the
service rendered the previous month
● SBI to provide their approval or disapproval as the case may be for the proof of
service within 7 days
● The bidder to provide the calculation of penalty or performance pay as the case
may be as per the applied SLA’ s and governing principle by 7th of every month
and called as ‘Proof of performance/penalty’
● SBI to provide their approval or disapproval as the case may be for the proof of
performance/penalty within 7 days
● The bidder to raise the invoice with 3 days of SBI’s approval of ‘Proof of
performance/penalty’
Authorized Signatory
Note: Please refer sub-section 5.7.4 – Stage 4 of Annexure – ‘E’. for selecting the
TC1 bidder.

Annexure-G
FORMAT FOR EMD BANK GUARANTEE
To:
--------------------------
--------------------------------
Dear Sir,
EMD BANK GUARANTEE FOR

NAME OF SERVICES TO STATE BANK OF INDIA TO MEET SUCH REQUIRMENT
AND PROVIDE SUCH SERVICES AS ARE SET OUT IN THE RFP NO.SBI:xx:xx
DATED dd/mm/yyyy
WHEREAS State Bank of India (SBI), having its Corporate Office at Nariman Point,
Mumbai, and Regional offices at other State capital cities in India has invited Request for
Proposal to provide ………………… (name of Services) as are set out in the Request
for Proposal SBI:xx:xx dated dd/mm/yyyy.
2. It is one of the terms of said Request for Proposal that the Bidder shall furnish a Bank
Guarantee for a sum of Rs.__________/-(Rupees ___________________Only) as
Earnest Money Deposit.
3. M/s. ________________________, (hereinafter called as Bidder, who are our

constituents intends to submit their Bid for the said work and have requested us to
furnish guarantee in respect of the said sum of Rs.__________/-(Rupees
_____________________ only)
4. NOW THIS GUARANTEE WITNESSETH THAT

We _____________________________ (Bank) do hereby agree with and undertake to
the State Bank of India, their Successors, assigns that in the event of the SBI coming to
the conclusion that the Bidder has not performed their obligations under the said
conditions of the RFP or have committed a breach thereof, which conclusion shall be
binding on us as well as the said Bidder, we shall on demand by the SBI, pay without
demur to the SBI, a sum of Rs.__________/- (Rupees _____________________ Only)
that may be demanded by SBI. Our guarantee shall be treated as equivalent to the
Earnest Money Deposit for the due performance of the obligations of the Bidder under
the said conditions, provided, however, that our liability against such sum shall not
exceed the sum of Rs.__________/- (Rupees _____________________ Only).

5. We also agree to undertake to and confirm that the sum not exceeding
Rs.__________/- (Rupees _____________________ Only) as aforesaid shall be paid
by us without any demur or protest, merely on demand from the SBI on receipt of a
notice in writing stating the amount is due to them and we shall not ask for any further
proof or evidence and the notice from the SBI shall be conclusive and binding on us and
shall not be questioned by us in any respect or manner whatsoever. We confirm that our
obligation to the SBI under this guarantee shall be independent of the agreement or
agreements or other understandings between the SBI and the Bidder. This guarantee
shall not be revoked by us without prior consent in writing of the SBI.
6. We hereby further agree that –

a) Any forbearance or commission on the part of the SBI in enforcing the
conditions of the said agreement or in compliance with any of the terms and
conditions stipulated in the said Bid and/or hereunder or granting of any time or
showing of any indulgence by the SBI to the Bidder or any other matter in
connection therewith shall not discharge us in any way our obligation under this
guarantee. This guarantee shall be discharged only by the performance of the
Bidder of their obligations and in the event of their failure to do so, by payment
by us of the sum not exceeding Rs.__________/- (Rupees
_____________________ Only)
b) Our liability under these presents shall not exceed the sum of Rs.__________/-
(Rupees _____________________ Only)
c) Our liability under this agreement shall not be affected by any infirmity or
irregularity on the part of our said constituents in tendering for the said work or
their obligations there under or by dissolution or change in the constitution of
our said constituents or by change in our constitution.
d) This guarantee shall remain in force upto 9 months provided that if so desired
by the SBI, this guarantee shall be renewed for a further period as may be
indicated by them on the same terms and conditions as contained herein.
e) Our liability under this presents will terminate unless these presents are
renewed as provided herein upto 9 months or on the day when our said
constituents comply with their obligations, as to which a certificate in writing by
the SBI alone is the conclusive proof, whichever date is later.
f) Unless a claim or suit or action is filed against us within six months from that date
or any extended period, all the rights of the SBI against us under this guarantee
shall be forfeited and we shall be released and discharged from all our
obligations and liabilities hereunder.

Notwithstanding anything contained hereinabove:
(a) Our liability under this Bank Guarantee shall not exceed Rs……….………/-
(Rupees …………………….only).
(b) This Bank Guarantee shall be valid upto ……………………….
(c) We are liable to pay the guaranteed amount or any part thereof under this Bank
Guarantee only and only if you serve upon us a written claim or demand on or before
……………
Yours faithfully,
For and on behalf of
Authorized official.
(Note: This guarantee will require stamp duty as applicable in the State where it is
executed and shall be signed by the official(s) whose signature and authority shall be
verified)

Annexure–H
PERFORMANCE BANK GUARANTEE FORMAT

(TO BE STAMPED AS AN AGREEMENT)
THIS PERFORMANCE BANK GUARANTEE AGREEMENT executed at

……..this…….day of ……….. 201 by ……………. (Name of the Bank)……….. having its
Registered Office at …………….and its Branch at
…………………………………………….(hereinafter referred to as "the Guarantor", which
expression shall, unless it be repugnant to the subject, meaning or context thereof, be
deemed to mean and include its successors and permitted assigns) IN FAVOUR OF
State Bank of India, a Statutory Corporation constituted under the State Bank of India
Act, 1955 having its Corporate Centre at State Bank Bhavan, Nariman Point, Mumbai
and one of its offices at------------------ (procuring office address), hereinafter referred to
as "SBI" which expression shall, unless repugnant to the subject, context or meaning
thereof, be deemed to mean and include its successors and assigns).
WHEREAS M/s__________________________________________, incorporated under

__________________________________ Act having its registered office at
__________________________________ and principal place of business at
__________________________________ (hereinafter referred to as “Service Provider/
Vendor” which expression shall unless repugnant to the context or meaning thereof shall
include its successor, executor & assigns) has agreed to develop, implement and
support ………………… (Name of Services) (Hereinafter referred to as “Services”) to
SBI in accordance with the Request for Proposal (RFP) No. SBI: CCOD-01/2018-19
dated 09.08.2018.
WHEREAS, SBI has agreed to avail the Services from the Service Provider for a period
of ______ year(s).
WHEREAS, in accordance with terms and conditions of the RFP/Purchase

order/Agreement dated……………, Service Provider is required to furnish a Bank
Guarantee for a sum of Rs.__________/- (Rupees _________ only) for due performance
of the obligations of the Service Provider in providing the Services, in accordance with
the RFP/Purchase order/Agreement guaranteeing payment of the said amount of
Rs.__________/- (Rupees __________ only) to SBI, if Service Provider fails to fulfill its
obligations as agreed in RFP/Agreement.
WHEREAS, the Bank Guarantee is required to be valid for a total period of _____
months and in the event of failure, on the part of Service Provider, to fulfill any of its
commitments / obligations under the RFP/Agreement, SBI shall be entitled to invoke the
Guarantee.
AND WHEREAS, the Guarantor, at the request of Service Provider, agreed to issue, on
behalf of Service Provider, Guarantee as above, for an amount of Rs.___________/-
(Rupees ___________ only).

NOW THIS GUARANTEE WITNESSETH THAT

1. In consideration of SBI having agreed to entrust the Service Provider for
rendering Services as mentioned in the RFP, we, the Guarantors, hereby
unconditionally and irrevocably guarantee that Service Provider shall fulfill its
commitments and obligations in respect of providing the Services as mentioned in
the RFP/Agreement and in the event of Service Provider failing to perform / fulfill
its commitments / obligations in respect of providing Services as mentioned in the
RFP/Agreement, we (the Guarantor) shall on demand(s), from time to time from
SBI, without protest or demur or without reference to Service Provider and not
withstanding any contestation or existence of any dispute whatsoever between
Service Provider and SBI, pay SBI forthwith the sums so demanded by SBI in
each of the demands, subject to a cumulative maximum amount of
Rs.__________/- (Rupees ____________only).
2. Any notice / communication / demand from SBI to the effect that Service Provider
has failed to fulfill its commitments / obligations in respect of rendering the
Services as mentioned in the Agreement, shall be conclusive, final & binding on
the Guarantor and shall not be questioned by the Guarantor in or outside the
court, tribunal, authority or arbitration as the case may be and all such demands
shall be honoured by the Guarantor without any delay.
3. We (the Guarantor) confirm that our obligation to the SBI, under this guarantee
shall be independent of the agreement or other understandings, whatsoever,
between the SBI and the Service Provider.
4. This guarantee shall not be revoked by us (the Guarantor) without prior consent
in writing of the SBI.
WE (THE GUARANTOR) HEREBY FURTHER AGREE & DECLARE THAT-
(i) Any neglect or forbearance on the part of SBI to Service Provider or any
indulgence of any kind shown by SBI to Service Provider or any change in the
terms and conditions of the Agreement or the Services shall not, in any way,
release or discharge the Bank from its liabilities under this Guarantee.
(ii) This Guarantee herein contained shall be distinct and independent and shall be
enforceable against the Guarantor, notwithstanding any Guarantee or Security
now or hereinafter held by SBI at its discretion.
(iii) This Guarantee shall not be affected by any infirmity or absence or irregularity in
the execution of this Guarantee by and / or on behalf of the Guarantor or by
merger or amalgamation or any change in the Constitution or name of the
Guarantor.
(iv) The guarantee shall not be affected by any change in our constitution or the
constitution of SBI or Service Provider or winding up / liquidation of Service
Provider, whether voluntary or otherwise
(v) This guarantee shall be a continuing guarantee during its validity period and the
SBI can make its claim in one or more events within the total liability of the
Guarantor mentioned herein.

(vi) This Guarantee shall remain in full force and effect for a period of __ years from
the date of the issuance i.e. up to _________ Unless a claim under this
Guarantee is made against us within three (3) months from that date i.e. on or
before _____ , all your rights under this Guarantee shall be forfeited and we shall
be relieved and discharged from all liabilities there under.
(vii) This guarantee shall be governed by Indian Laws and the Courts in Mumbai,
India alone shall have the jurisdiction to try & entertain any dispute arising out of
this guarantee.
Notwithstanding anything contained herein above:
(a) Our liability under this Bank Guarantee shall not exceed Rs……….………/-
(Rupees …………………….only)
(b)This Bank Guarantee shall be valid up to……………………….
c) We are liable to pay the guaranteed amount or any part thereof under this Bank
Guarantee only and only if SBI serve upon us a written claim or demand on or
before …………………… (date which is 3 months after date mentioned at (b)
above).
Yours faithfully,
For and on behalf of Bank.

__________________________
Authorised official

Annexure-I
Penalties
"Notwithstanding anything contained in the Request for Proposal/Service Level

Agreement, the service provider hereby agrees and undertake that following losses
incurred by the Bank/accrued to the bank, if any on account of reasons attributable to the
service provider may be recovered from its invoices/or will be made good by the service
provider:-
a. Actual loss on account of errors/bugs/deficiencies In development/support activities

attributable to the service provider.
b. Any loss accrued to the Bank on account of loss of business during the period of
outage of application developed/maintained or maintenance activity of related hardware
on which such application is hosted by the service provider.
.
A. Penalties : **
Ref. No. Head / Description Levels Penalty

3.5.4.1 Design Parameters - Failure of support Bills for particular
month(s) would not be
paid.
3.5.2 Manpower (Senior As defined Rs.25,000/- p.m. for each
Support Staff) Senior support staff
(management)
3.5.5 Change Management As defined Linked to excess days
Process utilized in development
4 Transition Period Delay without prior Termination rights
intimation and approval reserved
from Bank
6.3.1 Wrong SLA Reporting Per SLA Rs.10,000/-
6.3.2 Late SLA Reporting Delay over 15 days Rs.10,000/- per day from
16th
6.7.3 (a) Wrong Card Blocking Per instance (if not Rs.25,000/-
reported promptly)
6.7.6 $ Material Breach (CTQ) As defined 2% of the billings for that
month in full, even if the
breach is for a part of the
month.
** These penalties are over and above, those specified in the Penalty and Bonus clauses
under SLAs. Also refer to the relevant sections for clarifications, rates of penalties and
the applicability thereof.
$ In addition to that stated in 6.7.6 above, the following aspect need to be taken care of.
In case of failure of any system, and where the OEM is unable to provide any solution for
whatsoever reason, and the functioning is affected adversely for over an month and is
expected to remain so, the Bidder must (i) intimate the Bank in writing advising the
nature of defect and the time for upgrading, and (ii) in case the same system cannot be

upgraded by the OEM, for whatever reason, the Bidder has to intimate the Bank in
writing and at the same time initiate steps to ensure continuity of services, else the entire
bills for that month(s) would be forfeited. This also includes any sudden spurt in call
volumes, whatsoever be the reason, and the failure to address the situation within the
said timelines.
B. Business Loss:
In the case of outage in critical applications, Bank loses the opportunity of doing
business during that period and thereby losing profits thereon.
Critical application and its related hardware Penalty

Any issues related to hardware, or restricting of 1% of billing for the month subject
calls by pulling out PRI lines, etc. (unless the to the condition that the penalty
occurrence is due to any reason beyond the will be levied for the full month(s),
control of the Vendor, for which satisfactory proof irrespective of the no. of days.
is required)
Any act of fraud contemplated or perpetrated by The actual amount of loss
any staff of the Vendor with the involvement / incurred by the Bank.
negligence of the staff, wherein the Bank incurs
any loss by way of actual refund to the customer,
claims settled by the Consumer Courts or other
Courts, RTI Act, or any others as mentioned at
Section 3 of Annexure-‘E’, .
Any loss incurred due to deficiencies in Service As agreed upon by the Board of
Governance.
C. Indemnify:
The Vendor shall indemnify the Bank against all losses arising out of all the areas as
detailed at relevant sections, including sexual harassment and all the indemnities stated
in Part – 1 of this document.
Further, the bidder at its own cost, shall indemnify the Bank, and shall always keep
indemnified and hold the Bank, its employees, personnel, officers, directors, (hereinafter
collectively referred to as “Personnel”) harmless from and against any and all losses,
liabilities, claims, actions, costs and expenses (including attorneys' fees) relating to,
resulting directly or indirectly from or in any way arising out of any claim, suit or
proceeding brought against the Bank from any claim(s), litigations initiated by any third
party(s) if for whole or for any part of the project intellectual rights or patents are claimed
and which are coincidentally similar to those suggested by the bidder OR were procured
and made a part of the project.

ANNEXURE-J
NON-DISCLOSURE AGREEMENT
THIS RECIPROCAL NON-DISCLOSURE AGREEMENT (the “Agreement”) is made at
Vadodara between:
__________________________________ constituted under the _________ Act,
______ having its Corporate Centre at ___________________________
__________________________________ (hereinafter referred to as “Bank” which
expression includes its successors and assigns) of the ONE PART;
And
____________________________________ (hereinafter referred to as “_________”
which expression shall unless repugnant to the subject or context thereof, shall mean
and include its successors and permitted assigns) of the OTHER PART;
And Whereas
1. _________________________________________ is carrying on business of
providing _________________________________, has agreed to
__________________________ for the Bank and other related tasks.
2. For purposes of advancing their business relationship, the parties would need to
disclose certain valuable confidential information to each other. Therefore, in
consideration of covenants and agreements contained herein for the mutual disclosure
of confidential information to each other, and intending to be legally bound, the parties
agree to terms and conditions as set out hereunder.
NOW IT IS HEREBY AGREED BY AND BETWEEN THE PARTIES AS UNDER
1. Confidential Information and Confidential Materials:
(a) “Confidential Information” means non-public information that Disclosing Party
designates as being confidential or which, under the circumstances surrounding
disclosure ought to be treated as confidential. “Confidential Information” includes,
without limitation, information relating to installed or purchased Disclosing Party
software or hardware products, the information relating to general architecture of
Disclosing Party’s network, information relating to nature and content of data stored
within network or in any other storage media, Disclosing Party’s business policies,
practices, methodology, policy design delivery, and information received from others
that Disclosing Party is obligated to treat as confidential. Confidential Information
disclosed to Receiving Party by any Disclosing Party Subsidiary and/ or agents is
covered by this agreement
(b) Confidential Information shall not include any information that: (i) is or subsequently
becomes publicly available without Receiving Party’s breach of any obligation owed to
Disclosing party; (ii) becomes known to Receiving Party prior to Disclosing Party’s
disclosure of such information to Receiving Party; (iii) became known to Receiving
Party from a source other than Disclosing Party other than by the breach of an
obligation of confidentiality owed to Disclosing Party; or (iv) is independently
developed by Receiving Party.

(c) “Confidential Materials” shall mean all tangible materials containing Confidential
Information, including without limitation written or printed documents and computer
disks or tapes, whether machine or user readable.
2. Restrictions
(a) Each party shall treat as confidential the Contract and any and all information
(“confidential information”) obtained from the other pursuant to the Contract and shall
not divulge such information to any person (except to such party’s own employees
and other persons and then only to those employees and persons who need to know
the same) without the other party’s written consent provided that this clause shall not
extend to information which was rightfully in the possession of such party prior to the
commencement of the negotiations leading to the Contract, which is already public
knowledge or becomes so at a future date (otherwise than as a result of a breach of
this clause). Receiving Party will have executed or shall execute appropriate written
agreements with its employees and consultants specifically assigned and/or
otherwise, sufficient to enable it to comply with all the provisions of this Agreement. If
the Service Provider shall appoint any Sub-Contractor then the Service Provider may
disclose confidential information to such Sub-Contractor subject to such Sub
Contractor giving the Bank an undertaking in similar terms to the provisions of this
clause.
(b) Receiving Party may disclose Confidential Information in accordance with judicial or
other governmental order to the intended recipients (as detailed in this clause),
provided Receiving Party shall give Disclosing Party reasonable notice prior to such
disclosure and shall comply with any applicable protective order or equivalent. The
intended recipients for this purpose are:
(1) the statutory auditors of the Receiving Party and
(2) regulatory authorities regulating the affairs of the Receiving Party and
inspectors and supervisory bodies thereof
(c) The foregoing obligations as to confidentiality shall survive any termination of this
Agreement
(d) Confidential Information and Confidential Material may be disclosed, reproduced,
summarized or distributed only in pursuance of Receiving Party’s business
relationship with Disclosing Party, and only as otherwise provided hereunder.
Receiving Party agrees to segregate all such Confidential Material from the
confidential material of others in order to prevent mixing.
(e) Receiving Party may not reverse engineer, decompile or disassemble any software
disclosed to Receiving Party.

3. Rights and Remedies

(a) Receiving Party shall notify Disclosing Party immediately upon discovery of any
unauthorized used or disclosure of Confidential Information and/ or Confidential
Materials, or any other breach of this Agreement by Receiving Party, and will
cooperate with Disclosing Party in every reasonable way to help Disclosing Party
regain possession of the Confidential Information and/ or Confidential Materials and
prevent its further unauthorized use.
(b) Receiving Party shall return all originals, copies, reproductions and summaries of
Confidential Information or Confidential Materials at Disclosing Party’s request, or at
Disclosing Party’s option, certify destruction of the same.
(c) Receiving Party acknowledges that monetary damages may not be the only and / or a
sufficient remedy for unauthorized disclosure of Confidential Information and that
disclosing party shall be entitled, without waiving any other rights or remedies (as
listed below), to injunctive or equitable relief as may be deemed proper by a Court of
competent jurisdiction.
a. Suspension of access privileges
b. Change of personnel assigned to the job
c. Financial liability for actual, consequential or incidental damages
d. Termination of contract
(d) Disclosing Party may visit Receiving Party’s premises, with reasonable prior notice
and during normal business hours, to review Receiving Party’s compliance with the
term of this Agreement.
4. Miscellaneous
(a) All Confidential Information and Confidential Materials are and shall remain the
property of Disclosing Party. By disclosing information to Receiving Party, Disclosing
Party does not grant any expressed or implied right to Receiving Party to disclose
information under the Disclosing Party patents, copyrights, trademarks, or trade
secret information.
(b) Any document provided under this Agreement is provided with RESTRICTED
RIGHTS.
(c) Neither party grants to the other party any license, by implication or otherwise, to use
the Confidential Information, other than for the limited purpose of evaluating or
advancing a business relationship between the parties, or any license rights
whatsoever in any patent, copyright or other intellectual property rights pertaining to
the Confidential Information.
(d) The terms of Confidentiality under this Agreement shall not be construed to limit
either party’s right to independently develop or acquire product without use of the
other party’s Confidential Information. Further, either party shall be free to use for any
purpose the residuals resulting from access to or work with such Confidential
Information, provided that such party shall maintain the confidentiality of the

Confidential Information as provided herein. The term “residuals” means information

in non-tangible form, which may be retained by person who has had access to the
Confidential Information, including ideas, concepts, know-how or techniques
contained therein. Neither party shall have any obligation to limit or restrict the
assignment of such persons or to pay royalties for any work resulting from the use of
residuals. However, the foregoing shall not be deemed to grant to either party a
license under the other party’s copyrights or patents.
(e) This Agreement constitutes the entire agreement between the parties with respect to
the subject matter hereof. It shall not be modified except by a written agreement
dated subsequently to the date of this Agreement and signed by both parties. None
of the provisions of this Agreement shall be deemed to have been waived by any act
or acquiescence on the part of Disclosing Party, its agents, or employees, except by
an instrument in writing signed by an authorized officer of Disclosing Party. No waiver
of any provision of this Agreement shall constitute a waiver of any other provision(s)
or of the same provision on another occasion.
(f) All disputes or differences whatsoever arising between the parties out of or in
connection with this contract or in discharge of any obligation arising out of the
Contract (whether during the progress of work or after completion of such work and
whether before or after the termination of this contract, abandonment or breach of
this contract), shall be settled amicably. If however, the parties are not able to solve
them amicably, either party (SBI or Vendor), may give written notice to other party
clearly setting out there in specific dispute(s) and/or difference(s) and shall be
referred to a Board of Governance and settled as laid down in Annexure-‘E’ at
Section 6.3.5., and the award made in pursuance thereof shall be binding on the
parties. In the absence of consensus, the dispute may be referred to joint arbitrator;
one to be nominated by each party and the said arbitrators shall nominate a
presiding arbitrator, before commencing the arbitration proceedings. The disputes
shall be settled in accordance with the applicable Indian Laws. .
(g) Subject to the limitations set forth in this Agreement, this Agreement will inure to the
benefit of and be binding upon the parties, their successors and assigns.
(h) If any provision of this Agreement shall be held by a court of competent jurisdiction to
be illegal, invalid or unenforceable, the remaining provisions shall remain in full force
and effect.
(i) All obligations created by this Agreement shall survive change or termination of the
parties’ business relationship.

5. Suggestions and Feedback

(a) Either party from time to time may provide suggestions, comments or other feedback
to the other party with respect to Confidential Information provided originally by the
other party (hereinafter “feedback”). Both party agree that all Feedback is and shall be
entirely voluntary and shall not in absence of separate agreement, create any
confidentially obligation for the receiving party. However, the Receiving Party shall not
disclose the source of any feedback without the providing party’s consent. Feedback
shall be clearly designated as such and, except as otherwise provided herein, each
party shall be free to disclose and use such Feedback as it sees fit, entirely without
obligation of any kind to other party. The foregoing shall not, however, affect either
party’s obligations hereunder with respect to Confidential Information of other party.
Dated this __________ day of _________ 2018 at __________
(month) (place)
For and on behalf of ___________________________
Name
Designation
Place
Signature
For and on behalf of ___________________________
Name
Designation
Place
Signature

ANNEXURE-K
Pre-Bid Query Format

(To be provided strictly in Excel format) *
CARE: Note not to change the format, and also mention the particulars correctly,
as per heading. Further, do not merge cells, in rows or columns. Any
suggestions of other than general nature, may be incorporated in detail, in the
Solution Document.
Vendor Sl. RFP RFP Existing Query/Suggestions

Name No Page No Clause No. Clause

ANNEXURE-L
PRE CONTRACT INTEGRITY PACT
(TO BE STAMPED AS AN AGREEMENT)
General
This pre-Bid pre-contract Agreement (hereinafter called the Integrity Pact) is made on
day of the month of _________ 201 , between, on the one hand, the State
Bank of India a body corporate incorporated under the State Bank of India Act,
1955 having its Corporate Centre at State Bank Bhavan, Nariman Point,
Mumbai through its Contact Centre Operations Department, situated at Neha
Apartments, R.C. Dutt Road, Alkapuri, Vadodara
(hereinafter called the "BUYER", which expression shall mean and include, unless
the context otherwise requires, its successors) of the First Part and M/s _
represented by
Shri , Chief Executive Officer (hereinafter
called the "BIDDER/Seller which expression shall mean and include, unless the
context otherwise requires, its / his successors and permitted assigns of the Second
Part.
WHEREAS the BUYER proposes to procure (Name of the Stores/Equipment/Item) and
the BIDDER/Seller is willing to offer/has offered the stores and
WHEREAS the BIDDER is a private company/public company/Government
undertaking/partnership/registered export agency, constituted in accordance with the
relevant law in the matter and the BUYER is an Office / Department of State Bank
of India performing its functions on behalf of State Bank of India.
NOW, THEREFORE,
To avoid all forms of corruption by following a system that is fair, transparent and free
from any influence/prejudiced dealings prior to, during and subsequent to the currency
of the contract to be entered into with a view to :
 Enabling the BUYER to obtain the desired service / product at a competitive price in
conformity with the defined specifications by avoiding the high cost and the distortionary impact
of corruption on public procurement; and
 Enabling BIDDERs to abstain from bribing or indulging in any corrupt practice in order to
secure the contract by providing assurance to them that their competitors will
also abstain from bribing and other corrupt practices and the BUYER will commit
to prevent corruption, in any farm, by its officials by following transparent
procedures.

The parties hereto hereby agree to enter into this Integrity Pact and agree as
follows:
1. Commitments of the BUYER
1.1 The BUYER undertakes that no official of the BUYER, connected directly or indirectly
with the contract, will demand, take a promise for or accept, directly or through intermediaries,
any bribe, consideration, gift, reward, favour or any material or immaterial benefit or any
other advantage from the BIDDER, either for themselves or for any person,
organisation or third party related to the contract in exchange for an advantage
in the bidding process, Bid evaluation, contracting or implementation
process related to the contract.
1.2 The BUYER will, during the pre-contract stage, treat all BIDDERs alike, and
will provide to all BIDDERs the same information and will not provide any
such information to any particular BIDDER which could afford an advantage to
that particular BIDDER in comparison to other B1DDERs.
1.3 All the officials of the BUYER will report to the appropriate authority any attempted or
completed breaches of the above commitments as well as any substantial suspicion of
such a breach.
1.4 In case any such preceding misconduct on the part of such official(s) is
reported by the BIDDER to the BUYER with full and verifiable facts and the same is
prima facie found to be correct by the BUYER, necessary disciplinary proceedings, or any
other action as deemed fit, including criminal proceedings may be initiated by the
BUYER and such a person shall be debarred from further dealings related to the
contract process. In such a case while an enquiry is being conducted by the BUYER
the proceedings under the contract would not be stalled.
2. Commitments of BIDDERs
2.1 The BIDDER commits itself to take all measures necessary to prevent corrupt practices,
unfair means and illegal activities during any stage of its Bid or during any pre-
contract or post-contract stage in order to secure the contract or in furtherance to
secure it and in particular commit itself to the following:
2.2 The BIDDER will not offer, directly or through intermediaries, any bribe, gift,
consideration, reward, favour, any material or immaterial benefit or other advantage,
commission, fees, brokerage or inducement to any official of the BUYER, connected
directly or indirectly with the bidding process, or to any person, organisation or third
party related to the contract in exchange for any advantage in the bidding,
evaluation, contracting and implementation of the contract.

2.3 The BIDDER further undertakes that it has not given, offered or promised to give,
directly or indirectly any bribe, gift, consideration, reward, favour, any material or
immaterial benefit or other advantage, commission, fees, brokerage or
inducement to any official of the BUYER or otherwise in procuring the Contract
or forbearing to do or having done any act in relation to the obtaining or
execution of the contract or any other contract with State Bank of India for
showing or forbearing to show favour or disfavour to any person in relation to the
contract or any other contract with State Bank of India.
2.4 Wherever applicable, the BIDDER shall disclose the name and address of
agents and representatives permitted by the Bid documents and Indian
BIDDERs shall disclose their foreign principals or associates, if any.
2.5 The BIDDER confirms and declares that they have not made any
payments to any agents/brokers or any other intermediary, in connection
with this Bid/contract.
2.6 The BIDDER further confirms and declares to the BUYER that the BIDDER is
the original vendors or service providers in respect of product / service covered in
the Bid documents and the BIDDER has not engaged any individual or firm or
company whether Indian or foreign to intercede, facilitate or in any way to
recommend to the BUYER or any of its functionaries, whether officially or
unofficially to the award of the contract to the BIDDER, nor has any amount
been paid, promised or intended to be paid to any such individual, firm or
company in respect of any such intercession, facilitation or recommendation.
2.7 The BIDDER, at the earliest available opportunity, i.e. either while presenting
the Bid or during pre-contract negotiations and in any case before opening the
Indicative Price Bid (Online) and before signing the contract, shall disclose any
payments he has made, is committed to or intends to make to officials of the
BUYER or their family members, agents, brokers or any other
intermediaries in connection with the contract and the details of services
agreed upon for such payments.
2.8 The BIDDER will not collude with other parties interested in the contract to
impair the transparency, fairness and progress of the bidding process, Bid
evaluation, contracting and implementation of the contract.
2.9 The BIDDER will not accept any advantage in exchange for any corrupt practice,
unfair means and illegal activities.

2.10 The BIDDER shall not use improperly, for purposes of competition or personal
gain, or pass. on 'to° others, any -information provided by the BUYER as part of
the business relationship, regarding plans, technical proposals and business
details, including information contained in any electronic data carrier. The
BIDDER also undertakes to exercise due and adequate care lest any such
information is divulged.
2.11 The BIDDER commits to refrain from giving any complaint directly or through
any other manner without supporting it with full and verifiable facts.
2.12 The BIDDER shall not instigate or cause to instigate any third person to commit
any of the actions mentioned above.
2.13 If the BIDDER or any employee of the BIDDER or any person acting on behalf
of the BIDDER, either directly or indirectly, is a relative of any of the officers of the
BUYER, or alternatively, if any relative of an officer of the BUYER has financial
Interest/stake in the BIDDER's firm, the same shall be disclosed by the BIDDER at
the time of filing of tender. The term 'relative' for this purpose would be as defined in
Section 6 of the Companies Act 1956.
2.14 The BIDDER shall not lend to or borrow any money from or enter into any
monetary dealings or transactions, directly or indirectly, with any employee of the
BUYER.
3. Previous Transgression
3.1 The BIDDER declares that no previous transgression occurred in the last three
years immediately before signing of this Integrity Pact, with any other company
in any country in respect of any corrupt practices envisaged hereunder or with
any Public Sector Enterprise / Public Sector Banks in India or any
Government Department in India or RBI that could justify BIDDER's
exclusion from the tender process.
3.2 The BIDDER agrees that if it makes incorrect statement on this subject, BIDDER
can be disqualified from the tender process or the contract, if already awarded,
can be terminated for such reason.
4. Earnest Money (Security Deposit)

4.1 While submitting commercial Bid, the BIDDER shall deposit an amount (specified
in RFP) as Earnest Money/Security Deposit, with the BUYER through any of the
mode mentioned in the RFP / Bid document and no such mode is specified, by a
Bank Draft or a Pay Order in favour of State Bank of India from a nationalized
Bank including SBI or its Subsidiary Banks. However payment of any such

amount by way of Bank Guarantee, if so permitted as per Bid documents / RFP

should be from any nationalized Bank other than SBI or its Subsidiary Banks and
promising payment of the guaranteed sum to the BUYER on demand within
three working days without any demur whatsoever and without seeking any
reasons whatsoever. The demand for payment by the BUYER shall be treated
as conclusive proof for making such payment to the BUYER.
4.2 Unless otherwise stipulated in the Bid document / RFP, the Earnest
Money/Security Deposit shall be valid upto a period of five years or the
complete conclusion of the contractual obligations to the complete satisfaction of
both the BIDDER and the BUYER, including warranty period, whichever is later.
4.3 In case of the successful BIDDER a clause would also be incorporated in the
Article pertaining to Performance Bond in the Purchase Contract that the
provisions of Sanctions for Violation shall be applicable for forfeiture of
Performance Bond in case of a decision by the BUYER to forfeit the same-
without assigning any reason for imposing sanction for violation of this Pact.
4.4 No interest shall be payable by the BUYER to the BIDDER on Earnest
Money/Security Deposit for the period of its currency.
5. Sanctions for Violations

5.1 Any breach of the aforesaid provisions by the BIDDER or any one
employed by it or acting on its behalf (whether with or without the knowledge
of the BIDDER) shall entitle the BUYER to take all or any one of the following
actions, wherever required:
(i) To immediately call off the pre contract negotiations without assigning any
reason and without giving any compensation to the BIDDER. However, the
proceedings with the other BIDDER(s) would continue, unless the BUYER
desires to drop the entire process.
(ii) The Earnest Money Deposit (in pre-contract stage) and/or Security
Deposit/Performance Bond (after the contract is signed) shall stand forfeited
either fully or partially, as decided by the BUYER and the BUYER shall not be
required to assign any reason therefore.
(iii) To immediately cancel the contract, if already signed, without
giving any compensation to the BIDDER.
(iv) To recover all sums already paid by the BUYER, and in case of an Indian
BIDDER with interest thereon at 2% higher than the prevailing Base Rate
of State Bank of India, while in case of a BIDDER from a country other than India
with interest thereon at 2% higher than the LIBOR. If any outstanding
payment is due to the BIDDER from the BUYER in connection with any other
contract for any other stores, such outstanding could also be utilized to
recover the aforesaid sum and interest.
(v) To encash the advance bank guarantee and performance bond/warranty
bond, if furnished by the BIDDER, in order to recover the payments, already made
by the BUYER, along with interest.

(vi) To cancel all or any other Contracts with the BIDDER. The BIDDER shall
be liable to pay compensation for any loss or damage to the BUYER resulting
from such cancellation/rescission and the BUYER shall be entitled to deduct the
amount so payable from the money(s) due to the BIDDER.
(vii) To debar the BIDDER from participating in future bidding processes of the
BUYER or any of its Subsidiaries for a minimum period of five years, which
may be further extended at the discretion of the BUYER.
(viii) To recover all sums paid, in violation of this Pact, by BIDDER(s) to any middleman
or agent or broker with a view to securing the contract.
(ix) Forfeiture of Performance Bond in case of a decision by the BUYER to forfeit the same
without assigning any reason for imposing sanction for violation of this Pact.
(x) Intimate to the CVC, IBA, RBI, as the BUYER deemed fit the details of such events for
appropriate action by such authorities.
5.2 The BUYER will be entitled to take all or any of the actions mentioned at para 6.1(i)
to (x) of this Pact also on the Commission by the BIDDER or any one employed by it
or acting on its behalf (whether with or without the knowledge of the BIDDER), of an
offence as defined in Chapter IX of the Indian Penal code, 1860 or Prevention of
Corruption Act, 1988 or any other statute enacted for prevention of corruption.
5.3 The decision of the BUYER to the effect that a breach of the provisions of this Pact
has been committed by the BIDDER shall be final and conclusive on the BIDDER.
However, the BIDDER can approach the Independent Monitor(s) appointed for the
purposes of this Pact.
6. Fall Clause
The BIDDER undertakes that it has not supplied/is not supplying similar
product/systems or subsystems at a price lower than that offered in the present Bid in
respect of any other Ministry/Department of the Government of India or PSU or
any other Bank and if it is found at any stage that similar product/systems or sub
systems was supplied by the BIDDER to any other Ministry/Department of the
Government of India or a PSU or a Bank at a lower price, then that very price, with
due allowance for elapsed time, will be applicable to the present case and the
difference in the cost would be refunded by the BIDDER to the BUYER, if the
contract has already been concluded.
7. Independent Monitors
7.1 The BUYER has appointed Independent Monitors (hereinafter referred to as
Monitors) for this Pact in consultation with Central Vigilance Commission
NAME SHRI JOHNY JOSEPH SHRI K. CHANDRAHAS
CADRE IAS (Retd.) IRS (Retd)
ADDRESS 701/702, Callalily-Y, G-1, Reliance Homes,
Nagar Amrit Shakti, 8-2-547/R, Road No. 7,
Chandivali, Andheri (East), Banjara Hills,
Mumbai - 400072 Hyderabad - 500034
e-mail ID johnyjoseph49@gmail.com kchandrahas@yahoo.com

7.2 The task of the Monitors shall be to review independently and

objectively, whether and to what extent the parties comply with the obligations
under this Pact.
7.3 The Monitors shall not be subjected to instructions by the representatives of
the parties and perform their functions neutrally and independently.
7.4 Both the parties accept that the Monitors have the right to access all the
documents relating to the project/procurement, including minutes of meetings.
Parties signing this Pact shall not approach the Courts while representing the
matters to Independent External Monitors and he/she will await their decision in the
matter.
7.5 As soon as the Monitor notices, or has reason to believe, a violation of
this Pact, he will so inform the Authority designated by the BUYER.
7.6 The BIDDER(s) accepts that the Monitor has the right to access without
restriction to all Project documentation of the BUYER including that provided by
the BIDDER. The BIDDER will also grant the Monitor, upon his request and
demonstration of a valid interest, unrestricted and unconditional access to his
project documentation. The same is applicable to Subcontractors. The Monitor
shall be under contractual o b l i g at i o n t o t r eat t he inf or m at io n a nd
d o cum ent s of t h e BIDDER/Subcontractor(s) with confidentiality.
7.7 The BUYER will provide to the Monitor sufficient information about all
meetings among the parties related to the Project provided such meetings
could have an impact on the contractual relations between the parties. The
parties will offer to the Monitor the option to participate in such meetings.
7.8 The Monitor will submit a written report to the designated Authority of
BUYER/Secretary in the Department/ within 8 to 10 weeks from the date of
reference or intimation to him by the BUYER / BIDDER and, should the
occasion arise, submit proposals for correcting problematic situations.
8. Facilitation of Investigation
In case of any allegation of violation of any provisions of this Pact or payment of
commission, the BUYER or its agencies shall be entitled to examine all the
documents including the Books of Accounts of the BIDDER and the BIDDER
shall provide necessary information and documents in English and shall
extend all possible help for the purpose of such examination.
9. Law and Place of Jurisdiction

This Pact is subject to Indian Law. The place of performance and jurisdiction is
the seat of the BUYER, i.e., Mumbai.
10. Other Legal Actions

The actions stipulated in this Integrity Pact are without prejudice to any other
legal action that may follow in accordance with the provisions of the extant law in
force relating to any civil or criminal proceedings.

11. Validity
11.1 The validity of this Integrity Pact shall be from date of its signing and extend
upto 5 years or the complete execution of the contract to the satisfaction of
both the BUYER and the BIDDER/Seller, including warranty period,
whichever is later. In case BIDDER is unsuccessful, this Integrity Pact shall
expire after six months from the date of the signing of the contract, with the
successful Bidder by the BUYER.
11.2 Should one or several provisions of this Pact turn out to be invalid; the
remainder of this Pact shall remain valid. In this case, the parties will strive to
come to an agreement to their original intentions.
12. The parties hereby sign this Integrity Pact at _____ on ___________
For BUYER For BIDDER

Name of the Officer. Chief Executive Officer
Designation
Office / Department / Branch
State Bank of India.
Witness Witness
1 1.
2 2.
* Provisions of these clauses would need to be amended/ deleted in line with
the policy of the BUYER in regard to involvement of Indian agents of foreign
suppliers.
Note: This agreement will require stamp duty as applicable in the State where it is
executed.

ANNEXURE-M
Solutions and Services Description
The Bidder is expected to describe adequate detail for the solutions and services that
they propose to meet the requirement for this RFP. The Bidder to note that for all the
requirements in Technical & Functional Specifications where information has been
sought has to be collated and furnished under this annexure. The data in the tables
appended below, would also be evaluated.
Solution Document to include at least one India-based (on premise deployed)

references of OEM, wherein the OEM is providing services, to evaluate their
capabilities and scores would be accorded suitably.
Separate annexures for the following, but not limited to, functions must be provided:
MAND 07, TS PBXACD 02, TS PBXACD 04, TS PBXACD 19, TS PBXACD 65, TS
AUTH 11, TS ARCH 33, TS ARCH 34, TS ARCH 45, TS ARCH 46, TS ARCH 47, TS
ARCH 48, TS APPDVP 03 & TS APPDVP 04, technological competence /
advancements made with bots, Priority Queuing for Premium Segment, Language
Selection (on subsequent calls), Skill-based intelligent routing, Training, Recruitment,
Attrition, etc. All the relevant areas, as required specifically in the Scope of Work
(Annexure – ‘E’), need be incorporated in detail.

These are the basic features, by which the Bank intends to evaluate, over and
above all those parameters stated in the RFP. These additional parameters need
be explained in detail, if need be, by way of diagrams for a better understanding,
as per the provisions in the RFP.
1. Please provide details of your dedicated practice areas and core Competencies,
in the table below:
Sr. Processes Number of Voice Email Web Any other

No. Seats SMS Service
1 Inbound
2 Lead Creation
3 Service request
registration
4 Complaint
5 Recovery/
Collection
6 Inbound cross
selling & up selling
7 Outbound
Marketing
8 Follow up of
Leads
9 Customer
satisfaction survey
10 Any other
11
12
2. Please provide details of your language capabilities, in the table below:
Languages Handling
Number of Seats
Since When?
Training Materials used by you for a
Regional Language
3. Please provide details of your BFSI specific skill sets, in the table below:
Sl Process No. of Experience Functions Unique

No Seats (No. of covered features of
Years) the
function
1 General & Account
related queries on
products & services
of the Bank
2 Execution of Basic
Banking services &
Transaction

3 Service Request
4 Complaints
5 Queries on Internet
&
Mobile Banking
6 ATM Complaints
7 ATM/ Branch
Locator
8 Outbound –
recovery &
Collection
9 Others – Pl. specify
10
11
12
Please confirm that you have capability to provide all functions required by the Bank
4. Please provide details of your technical expertise including design and

implementation of indigenous software /hardware / systems developed to provide
Contact Centre services, in the tables below:
Tools Name of Owner Integration Current Client for

Tool (Bidder / aspects for No. of which such
OEM / the users implementation
Bank) Bank has been done
IVR
Connector
CRM
Quality
Management
Systems
Business
Intelligence
tools
Other tools
TOOLS Configuration Spec Make

PCs configuration
Server
CRM
Other infrastructure for the
agent/TL workstation
CTI
Dialer & Logger
Telecom infrastructure
Any specific software tools

Any major incident / outage in the process

in the last two years? If so, details thereof
In case of such incident, how was this
overcome? Steps initiated.
What was the turnaround time for restoring
normalcy in such a situation?
5. Physical Data Security – provided
Do you take a non-disclosure agreement?

From whom and how far is it enforceable?
What are your formal disciplinary action
procedures in case of security breach?
Employee reference checking process
Conduct training on data security and how?
Are you adopting ISO 27001 security
practices any other security practices. Pl.
specify
What are the fire walls used by you?
Measures for security for PCs and copying
devices
What are the fire walls used by you?
Measures for security for PCs and copying
devices
How do you prevent use/installation of
unauthorized software
Security measures taken while giving internet,
email facilities to employees to ensure data
security
6. Recruitment & Retention
Current recruitment and sourcing

processes
Annual attrition (%) for agents
Annual attrition (%) for TLs
Measures taken to prevent/reduce attrition

ANNEXURE-N
Authorisation Letter
SUB: RFP for “Building, Migrating and Operating a Contact Centre” .
Ref: Your RFP No.
We have carefully gone through the contents of the above referred RFP and furnish the
following information relating to Technical Bid/Specification.
No. Particulars Details to be furnished by the

Bidder
a) Name of the Bidder
b) E-mail address of contact person(s)

c) Details of:
Description of business and business
background
Service profile & Client profile
d) Details of similar assignments
executed by the bidder during the last
five years in India
( Name of the Bank, time taken for
execution of the assignments and
documentary proof from the Bank are to
be furnished)

Annexure-O
(to be retained, as it is - only strike-off (Yes) – not remove/ delete, irrelevant

passages)
AGREEMENT FOR _____________________________ 1
BETWEEN
State Bank of India, ______________________________ 2
AND
______________________________________________ 3
Date of Commencement : _____________________4
Date of Expiry :______________________
# This document is in the nature of a general template which needs

customization depending upon individual contract or service keeping in view
aspects like nature/scope of services, roles and responsibilities of the parties and
circumstances of each case. Also certain particulars such as place of arbitration,
jurisdiction, details of the parties etc. are to be incorporated while finalization of
the contract.
In this regard, footnotes given in this document may please be referred to.
1
Type/nature/name of Agreement.
2 Office/ Department/ Branch which is executing the Agreement or the nodal department in the
matter.
3 The other Party (Contractor/ Service Provider) to the Agreement
4 Effective Date from which the Agreement will be operative.

Contents
1. DEFINITIONS & INTERPRETATION ............................................................................ 04

2. SCOPE OF WORK ......................................................................................................... 06
3. FEES /COMPENSATION................................................................................................ 06
4. LIABILITIES/OBLIGATION ............................................................................................ 08
5. REPRESENTATIONS &WARRANTIES ......................................................................... 08
6. GENERAL INDEMNITY ................................................................................................... 10
7. CONTINGENCY PLANS................................................................................................. 10
8. TRANSITION REQUIREMENT ...................................................................................... 10
9. LIQUIDATED DAMAGES ............................................................................................... 11
10. RELATIONSHIP BETWEEN THE PARTIES.............................................................. 11
11. SUB CONTRACTING ................................................................................................. 11
12 INTELLECTUAL PROPERTY RIGHTS...................................................................... 12
13 INSPECTION AND AUDIT.......................................................................................... 13
14 SECURITY AND CONFIDENTIALITY ........................................................................ 13
15 TERMINATION CLAUSE ........................................................................................... 15
16 DISPUTE REDRESSAL MACHANISM & GOVERNING LAW .................................. 16
17 POWER TO VARY OR OMIT WORK…………………………………………………… 17
18 NO WAIVER OF BANK RIGHTS OR.(SERVICE PROVIDER)’S LIABILITY ............ 18
19 LIMITATION OF LIABILITY........................................................................................ 18
20 FORCE MAJEURE ..................................................................................................... 18
21 NOTICES.................................................................................................................... 19
22 GENERAL TERMS & CONDITIONS ......................................................................... 19

This agreement made at ………… (Place) on this ---------------- day of _______ 20__ __.
BETWEEN
State Bank of India, constituted under the State Bank of India Act, 1955 having its
Corporate Centre at State Bank Bhavan, Madame Cama Road, Nariman Point, Mumbai-
21 and its…………………………………………………………………………….,5 hereinafter
referred to as “the Bank” (which expression shall, unless it be repugnant to the context or
meaning thereof, be deemed to mean and include its successors in title and assigns) of
one Part:
AND
………………………………………………………………………………………….6 a
private/public limited company/LLP/ <strike off whichever is not applicable> incorporated
under the provisions of the Companies Act, 1956/ Limited Liability Partnership Act
2008/ <strike off whichever is not applicable>, and hereinafter referred to as
“……………………”, (which expression shall mean to include its successors in title and
permitted assigns) of the Other Part:
WHEREAS
(i) The Bank is desirous of availing services for Building, Migrating and
Operating a Contact Centre, with state-of-the-art facilities catering to
Bank’s customers as described in Scope of Work ;7 and
(ii) The Service Provider is in the business of providing _____________
and has agreed to provide the services as may be required by the Bank
mentioned in the Request of Proposal (RFP) No. CCOD-01/2018-19
dated 09.08.2018 issued by the Bank, referred hereinafter as a “RFP” and
same shall be part of this Agreement.
NOW THEREFORE, in consideration of the mutual covenants, undertakings and

conditions set forth below, and for other valid consideration the acceptability and
sufficiency of which are hereby acknowledged, the Parties hereby agree to the following
terms and conditions hereinafter contained:-.
5
Name & Complete Address of the Dept.
6Name & Complete Address ( REGISTERED OFFICE) of the service Provider,
7 Please provide the brief introduction, facts and circumstances which lead to the present
agreement (preamble of the agreement).

1. DEFINITIONS & INTERPRETATION
1.1 Definition
Certain terms used in this Agreement are defined hereunder. Other terms
used in this Agreement are defined where they are used and have the
meanings there indicated. Unless otherwise specifically defined, those terms,
acronyms and phrases in this Agreement that are utilized in the information
technology services industry or other pertinent business context shall be
interpreted in accordance with their generally understood meaning in such
industry or business context, unless the context otherwise requires/mentions,
the following definitions shall apply:
A. ‘The Bank’ shall mean the State Bank of India (including domestic branches
and foreign offices) and subsidiaries / Joint Ventures (JVs) in India and
outside India and includes future branches / offices / subsidiaries / JVs that
may be formed / established in India or outside India.
B. “Confidential Information” shall have the meaning set forth in Clause 14, of
this agreement.
C. “Deficiencies” shall mean non satisfactory outcome of the Services which
has resulted in deviation from the desired outcome and has thereby cause
loss to a party of this Agreement.
D. “Documentation” will describe in detail and in a completely self-contained
manner how the Vendor plans to set-up (Build), Migrate and Operate the
Contact Centre. .
E. “Intellectual Property Rights” shall mean, on a worldwide basis, any and all:
(a) rights associated with works of authorship, including copyrights & moral
rights; (b) Trade Marks; (c) trade secret rights; (d) patents, designs,
algorithms and other industrial property rights; (e) other intellectual and
industrial property rights of every kind and nature, however designated,
whether arising by operation of law, contract, license or otherwise; and (f)
registrations, initial applications, renewals, extensions, continuations,
divisions or reissues thereof now or hereafter in force (including any rights in
any of the foregoing).
F. “Project Cost” means the price payable to the Service Provider under the
Agreement for the full and proper performance of its contractual obligations
as per the costs derived at on the basis of rate(s) so finalised in conjunction
with the performance of the Contact Centre, in line with the SLAs (SLA
catalogue i.e., Sec. 6 of Annexure-‘E’) at monthly intervals. (all relevant
areas to be incorporated herein or Annexed).

G. “Request for Proposal (RFP)” shall mean RFP No. CCOD-01/2018-19 dated
09.08.2018 along with its clarifications/ corrigenda issued by the Bank time
to time.
H. “Root Cause Analysis Report” shall mean a report addressing a problem or
non-performance, in order to get to the ‘root cause’ of the problem, which
thereby assists in correcting or eliminating the cause, and prevent the
problem from recurring.
I. ‘Services’ shall mean and include the Services offered by Service Provider
under this Agreement more particularly described in Clause 2 of this
Agreement.
J. Interpretations:
1.1.1 Reference to a person includes any individual, firm, body corporate,
association (whether incorporated or not) and authority or agency
(whether government, semi government or local).
1.1.2 The singular includes the plural and vice versa.
1.1.3 Reference to any gender includes all other gender.
1.1.4 The provisions of the contents table, headings, clause numbers, italics,
bold print and underlining is for ease of reference only and shall not affect
the interpretation of this Agreement.
1.1.5 The Schedules, Annexures (1 to 3), and Appendices, if any, to this
Agreement shall form part of this Agreement.
1.1.6 A reference to any documents or agreements (and, where applicable, any
of their respective provisions) means those documents or agreements as
amended, supplemented or replaced from time to time provided they are
amended, supplemented or replaced in the manner envisaged in the
relevant documents or agreements.
1.1.7 A reference to any statute, regulation, rule or other legislative provision
includes any amendment to the statutory modification or re-enactment or,
legislative provisions substituted for, and any statutory instrument issued
under that statute, regulation, rule or other legislative provision.
1.1.8 Any agreement, notice, consent, approval, disclosure or communication
under or pursuant to this Agreement is to be in writing.
1.1.9 The terms not defined in this agreement shall be given the same meaning
as given to them in the RFP. If no such meaning is given technical words
shall be understood in technical sense in accordance with the industrial
practices.

Commencement, Term & Change in Terms

1.1.10 This Agreement shall commence from its date of execution
mentioned above/ deemed to have commenced from _______ (Effective
Date).
1.1.11 This Agreement shall be in force for a period of five year(s), unless
terminated by the Bank by notice in writing in accordance with the
termination clauses of this Agreement.
1.1.12 The Bank shall have the right at its discretion to renew this
Agreement in writing, for a further term of two years on the existing terms
& conditions.
2. SCOPE OF WORK
The scope and nature of the work which the Service Provider has to
provide to the Bank (Services) as described in Annexure-E of the RFP,
shall be drafted in consonance thereof (to be elaborated or placed as
ANNEXURE).
3. FEES /COMPENSATION
3.1 Professional fees
3.1.1 Service Provider shall be paid fees and charges in the manner detailed in
here under, the same shall be subject to deduction of income tax thereon
wherever required under the provisions of the Income Tax Act by the
Bank.
3.1.2 The basis of calculation shall be (i) the cost per connect minute (for calls
on IVR/Voice), (ii) per email (for mails) and (iii) per man-day rates for any
development activity under Change Management Process as per the
table provided in Annexure-F of RFP; wherein the final rates will be
derived on the Quotes after Reverse Auction.
3.2 All duties and taxes (excluding8 applicable service taxes, VAT or other
local taxes), if any, which may be levied, shall be borne by the Service
Provider and Bank shall not be liable for the same. All expenses, stamp
duty and other charges / expenses in connection with execution of this
Agreement shall be borne by Service Provider.
3.3 Service Provider shall provide a clear description quantifying the service
element in the invoices generated by them.
8
Please determine the applicability of the taxes.

3.4 Payments
3.4.1 The Bank will pay properly submitted valid invoices within reasonable
period but normally not exceeding thirty (30) days after its receipt thereof.
All payments shall be made in Indian Rupees.
3.4.2 The Bank may withhold payment of any charges that it disputes in good
faith, and may set-off penalty amount and any other amount which Service
provider owes the Bank against charges payable to Service provider
under this Agreement.
3.4.3 Some of the Banks subsidiaries / JVs may request for direct billing on
them (to claim the benefit of taxes). Anyhow, the performance
assessment, quality parameters, scrutiny and approval of bills are made
directly by the subsidiaries / JVs. In such an eventuality, the bills need be
raised directly on them, for which a separate agreement need be entered
into to give effect to the changed scenario, as and when required.
3.5 Performance Guarantee and Penalties
3.5.1 The Service Provider has to furnish a Performance Guarantee for an

amount of Rs. ________________ (equivalent to 10% of the Total
Value of the Contract. - value discovered on the basis of Reverse
Auction, and finalized with the consent of the Bank), from a
Scheduled Commercial Bank other than State Bank of India in a
format (Annexure-H of RFP) provided .
3.5.2 The performance guarantee is required to protect the interest of the

Bank against delay in supply/installation and or the risk of
unsuccessful implementation of the project, or performance of the
material or services sold, which may warrant invoking of performance
guarantee. In case any act of the Service Provider results in
imposition of liquidated damages then also the Bank reserves the
right to invoke the performance guarantee.
3.5.3 If at any time during performance of the contract, the Service

Provider shall encounter unexpected conditions impeding timely
completion of the Services under the Agreement and performance of
the services, the Service Provider shall promptly notify the Bank in
writing of the fact of the delay, it’s likely duration and its cause(s). As
soon as practicable, after receipt of the Service Provider’s notice, the
Bank shall evaluate the situation and may at its discretion extend the
Service Provider’s time for performance, in which case the extension
shall be ratified by the Parties by amendment of the Agreement.

3.5.4 Performance of the obligations under the Agreement shall be made

by the Service Provider in accordance with the time schedule9
(timelines as per Section 4 for transition, and for other SLAs as
defined in Section 6.6 of Annexure-E of RFP) specified in this
Agreement.
3.5.5 The Service Provider shall be liable to pay penalty at the rate(s)
mentioned in Annexure-I of RFP in respect of any delay beyond the
permitted period / non-performance, etc. in providing the Services.
3.5.6 No penalty shall be levied in case of delay(s) in deliverables or
performance of the contract for the reasons not attributable to the
Service Provider. On reaching the maximum of penalties specified
the Bank reserves the right to, terminate the contract.
4. LIABILITIES/OBLIGATION
4.1 The Bank’s Duties /Responsibility(if any)

Processing and Authorising invoices
4.2 Service Provider Duties
(i) Service Delivery responsibilities
(a) To adhere to the service levels documented in this Agreement.

(b) Service provider, if permitted to sub-contract, shall ensure that
Service provider personnel and its subcontractors will abide by all
reasonable directives issued by the Bank, including those set
forth in the Bank’s then-current standards, policies and
procedures (to the extent applicable), all on-site rules of
behaviour, work schedules, security procedures and other
standards, policies and procedures as established by the Bank
from time to time.
(ii) Security Responsibility
(a) To maintain the confidentiality of the Bank's resources and other

intellectual property rights.
(b) Bidders need to exchange mails (through Bank’s Domain), store data /
files on laptop / desktop. There should be a provision for regular back-
ups of the laptop / desktop / servers. Back-up should be stored /
archived as per regulatory guidelines and access management to same
must be restricted. Bank / Regulatory authorities may call for such
communication / data for compliance purposes.
9
Please ensure that the time scheduled is suitably incorporated in the Agreement.

5. REPRESENTATIONS &WARRANTIES
5.1 Each of the Parties represents and warrants in relation to itself to the other that:
5.1.1 It has all requisite corporate power and authority to execute, deliver and perform
its Obligations under this Agreement and has been fully authorized through
applicable corporate process to do so.
5.1.2 The person(s) signing this Agreement on behalf of the Parties have the
necessary authority and approval for execution of this document and to bind his/
their respective organization for due performance as set out in this Agreement. It
has all necessary statutory and regulatory permissions, approvals and permits for
the running and operation of its business.
5.1.3 It has full right, title and interest in and to all software, copyrights, trade names,
trademarks, service marks, logos symbols and other proprietary marks
(collectively ‘IPR’) (including appropriate limited right of use of those owned by
any of its vendors, affiliates or subcontractors) which it provides to the other
Party, for use related to the Services to be provided under this Agreement, and
that any IPR provided by a Party does not infringe the IPR status of any third
party.
5.1.4 It will provide such cooperation as the other Party reasonably requests in order to
give full effect to the provisions of this Agreement.
5.1.5 The execution and performance of this Agreement by either of the Parties does
not and shall not violate any provision of any of the existing Agreement with any
of the party and any other third party.
5.2 Additional Representation and Warranties by Service Provider

5.2.1 The Service Provider shall perform the Services and carry out its obligations
under the Agreement with due diligence, efficiency and economy, in accordance
with generally accepted techniques and practices used in the industry and with
professional standards recognized by international professional bodies and shall
observe sound management practices. It shall employ appropriate advanced
technology and safe and effective equipment, machinery, material and methods.
5.2.2 The Service Provider has the requisite technical and other competence,
sufficient, suitable, qualified and experienced manpower/personnel and expertise
in providing the Services to the Bank.
5.2.3 The Service Provider shall duly intimate to the Bank immediately, the changes, if
any in the constitution of the Service Provider.
5.2.4 The services and products provided by the Service Provider to the Bank do not
violate or infringe any patent, copyright, trademarks, trade secrets or other
intellectual property rights of any third party.
5.2.5 The Service provider shall ensure that all persons, employees, workers and other
individuals engaged by or sub-contracted by the Service Provider, where
permissible, in rendering the Services under this Agreement have undergone

proper background check, police verification and other necessary due diligence checks
to examine their antecedence and ensure their suitability for such engagement. No
person shall be engaged by the Service provider unless such person is found to be
suitable in such verification and the Service Provider shall retain the records of such
verification and shall produce the same to the Bank as and when requested.
5.2.6 Service Provider warrants that the software (used in the process) deployed/
upgraded as a part of this Agreement is free from malware, free from any obvious bugs,
and free from any covert channels in the code (of the versions of the
applications/software being delivered as well as any subsequent
versions/modifications done) and free from OWASP Top Ten vulnerabilities of
applications/software arising out of faulty design, workmanship, etc. during the service
period.
5.2.7 Service Provider represents and warrants that its personnel shall be present at
the bank premises or any other place as the bank may direct, only for the Services and
follow all the instructions provided by the Bank; act diligently, professionally and shall
maintain the decorum and environment of the Bank; comply with all occupational, health
or safety policies of the Bank.
5.2.8 Service Provider shall assume responsibility under Labour Laws and also hold
the bank harmless from any loss, expense, damage or personal injury, death and any
claim for payment of compensation of its employees, salary, retirement benefits, or any
other fringe benefits asserted by an employee of Service Provider, arising out of Service
Provider’s performance of Services hereunder.
6. GENERAL INDEMNITY
6.1 Service Provider agrees and hereby keeps the Bank indemnified against all
claims, actions, loss, damages, reputation loss, costs, expenses, charges, including legal
expenses (Attorney, Advocates fees included) which the Bank may suffer or incur on
account of any deficiency in Services rendered by Service Provider or breach of any
obligations mentioned in clause 5 hereinabove, including without limitation, breach of
confidentiality obligations or any acts of commission / omission on the part of employees,
agents, representatives or Sub- Contractors of Service Provider. Service Provider agrees
to make good the loss suffered by the Bank.
6.2 Service provider further undertakes to promptly notify the Bank in writing any
breach of obligation of the Agreement by its employees or representatives including
confidentiality obligation and in such an event, the Bank will in addition to and without
prejudice to any other available remedies be entitled to immediate equitable relief in a
Court of competent jurisdiction to protect its interest including injunctive relief.
6.3 The Service provider shall indemnify and keep fully and effectively indemnified
the Bank against any fine or penalty levied on the Bank for improper payment of tax for the
reasons attributable to the Service Provider.
6.4 The Service Provider hereby undertakes the responsibility to take all possible
measures, at no additional cost, to avoid or rectify any issues which thereby results in non-
performance of software/ hardware/ deliverables within reasonable time. The Bank shall
report as far as possible all material defects to the Service Provider without undue delay.
The Service Provider also undertakes to co-operate with other service providers thereby
ensuring expected performance covered under scope of work.

7. CONTINGENCY PLANS
The Service Provider shall arrange and ensure proper Data Recovery Mechanism,
Attrition Plan and other contingency plans to meet any unexpected obstruction to the
service provider or any employees or sub-contractors of the service provider in rendering
the Services or any part of the same under this Agreement to the Bank. The Service
Provider at Banks discretion shall co-operate with the Bank in case on any contingency.
8. TRANSITION REQUIREMENT
In the event of failure of the Service Provider to render the Services or in the event of
termination of Agreement or expiry of term or otherwise, without prejudice to any other
right, the Bank at its sole discretion may make alternate arrangement for getting the
Services contracted with another vendor. In such case, the Bank shall give prior notice to
the existing Service Provider. The existing Service Provider shall continue to provide
services as per the terms of contract until a ‘New Service Provider’ completely takes over
the work. During the transition phase, the existing Service Provider shall render all
reasonable assistances to the new Service Provider within such period prescribed by the
Bank, at no extra cost to the Bank, for ensuring smooth switch over and continuity of
Services. If existing vendor is found to be in breach of this obligation, they shall be liable
for paying a penalty of Rs.___________(to be derived on the basis of non-performance /
non-achievement of Critical to Quality) CTQs as mentioned in Section 3.5, 3.5.1, 6.7.5
and 6.7.6 of the Annexure-‘E’) on demand to the Bank, which may be settled from the
payment of invoices or performance guarantee for the contracted period.
9. LIQUIDATED DAMAGES
If the Service Provider fails to deliver and perform any or all the Services within the
stipulated time, schedule as specified in this Agreement, the Bank may, without prejudice
to its other remedies under the Agreement, and unless otherwise extension of time is
agreed upon without the application of liquidated damages, deduct from the Project Cost,
as liquidated damages a sum equivalent to 1% of total Project Cost for delay of each
week or part thereof maximum up to 10% of total Project Cost. Once the maximum
deduction is reached, the Bank may consider termination of the Agreement.
10. RELATIONSHIP BETWEEN THE PARTIES

10.1 It is specifically agreed that the Service Provider shall act as independent service
provider and shall not be deemed to be the Agent of the Bank except in respect
of the transactions/services which give rise to Principal - Agent relationship by
express agreement between the Parties.
10.2 Neither the Service Provider nor its employees, agents, representatives, Sub-
Contractors shall hold out or represent as agents of the Bank.
10.3 None of the employees, representatives or agents of Service Provider shall be
entitled to claim any absorption or any other claim or benefit against the Bank.
10.4 This Agreement shall not be construed as joint venture. Each Party shall be
responsible for all its obligations towards its respective employees. No employee
of any of the two Parties shall claim to be employee of other Party.

10.5 All the obligations towards the employees of a Party including that on account of
personal accidents occurred while working in the premises of the other Party shall
be with the respective employer and not on the Party in whose premises the
accident occurred.
11. SUB CONTRACTING

11.1 As per scope of the RFP, subcontracting is prohibited. However, if the Bidder
subsequently wishes to sub-contract the scope of work, it will have to obtain
specific written permission from the Bank before contracting any work to
subcontractors. Bank at its own discretion may permit or deny the same.
11.2 In case subcontracting is permitted by the Bank, the contracting vendor will be
responsible for all the services provided to the Bank regardless of which entity is
conducting the operations. The contracting vendor is also responsible for
ensuring that the sub-contractor comply with all security requirements of the
contract and the Bank can obtain independent audit report for the same. In
such a case, the Bidder shall provide subcontracting details to the Bank and if
required, Bank may evaluate the same.
11.3 The bidder shall not appoint any third party, agent, sub-agent or sub-contractor
for any part of its responsibilities and obligations towards SBI Contact Centre
technology, systems and operations including customer service agents, which
are considered as core process related services. However subject to the final
decision and prior written consent from Bank the bidder may appoint a third party,
agent, sub-agent or sub-contractor for any specific task which do not constitute
as core processes and are support activities. Further, for the purposes of clarity, it
is stated that the bidder shall be entitled to sub-contract only the non-
process related activities to third parties, such as the following:
 Bandwidth & PRI Links
 Recruitment
 Transport
 Security and Housekeeping services
 Payroll
 Electro-Mechanical maintenance
 AMC for all hardware and software being used
 Canteen Services
11.4 The subcontracting shall not be construed as waiver of any accrued rights and/or
liabilities of the bidder and the bidder shall be fully responsible for all acts and
omissions of its contractors, sub-contractors, agents or any third party.
11.5 If the Bank requires the details of Sub-contracts, bidders should provide complete
details of any sub-contractor/s used for this engagement. It is clarified that
notwithstanding the use of subcontractors by the bidder, the bidder shall be
solely responsible for performance of all obligations under the RFP irrespective
of the failure or inability of the sub-contractor chosen by the bidder to perform its
obligations.

12. INTELLECTUAL PROPERTY RIGHTS

12.1 For any technology / software / product used/supplied by Service Provider for
performing Services for the Bank as part of this Agreement, Service Provider
shall have right to use as well as right to license such technology/ software /
product. Any license or IPR violation on the part of Service provider shall not put
the Bank at risk.
12.2 Without the Bank’s prior written approval, Service provider will not use or
incorporate in performing the Services link to or call or depend in any way upon,
any software or other intellectual property that is subject to an Open Source or
Copy left license or any other agreement that may give rise to any third-party
claims or to limit the Bank’s rights under this Agreement.
12.3 Service Provider shall, at their own expenses without any limitation, indemnify
and keep fully and effectively indemnified the Bank against all costs, claims,
damages, demands, expenses and liabilities whatsoever nature arising out of or
in connection with all claims of infringement of trade mark, patent, copyright,
industrial design or any other Intellectual Property Rights of any third party arising
from the Services or use of the technology / software / products or any part
thereof in India or abroad.
12.4 Service Provider shall expeditiously extinguish any such claims and shall have
full rights to defend it there from.
12.5 The Bank will give notice to Service Provider of any such claim without
delay/provide reasonable assistance to Service Provider in disposing of the
claim, and will at no time admit to any liability for or express any intent to settle
the claim.
13. INSPECTION AND AUDIT

13.1 It is agreed by and between the parties that the Service Provider shall get itself
annually audited by internal/external empanelled Auditors appointed by the Bank/
inspecting official from the Reserve Bank of India or any regulatory authority,
covering the risk parameters finalized by the Bank/ such auditors in the areas of
products (IT hardware/ software) and services etc. provided to the Bank and the
vendor shall submit such certification by such Auditors to the Bank. The vendor
and or his / their outsourced agents / sub – contractors (if allowed by the Bank)
shall facilitate the same. The Bank can make its expert assessment on the
efficiency and effectiveness of the security, control, risk management,
governance system and process created by the Service Provider. The Service
Provider shall, whenever required by such Auditors, furnish all relevant
information, records/data to them. All costs for such audit shall be borne by the
Bank.
13.2 Where any deficiency has been observed during audit of the Service Provider on
the risk parameters finalized by the Bank or in the certification submitted by the
Auditors, it is agreed upon by the Service Provider that it shall correct/ resolve the
same at the earliest and shall provide all necessary documents related to
resolution thereof and the auditor shall further certify in respect of resolution of
the deficiencies. It is also agreed that the Service Provider shall provide

certification of the auditor to the Bank regarding compliance of the observations

made by the auditors covering the respective risk parameters against which such
deficiencies observed.
13.3 Service Provider further agrees that whenever required by the Bank, it will furnish
all relevant information, records/data to such auditors and/or inspecting officials of
the Bank/ Reserve Bank of India and or any regulatory authority required for
conducting the audit. The Bank reserves the right to call and/or retain for any
relevant material information / reports including audit or review reports
undertaken by the Service Provider (e.g., financial, internal control and security
reviews) and findings made on the Service Provider in conjunction with the
services provided to the Bank.
14. SECURITY AND CONFIDENTIALITY

14.1 “Confidential Information” mean all information which is material to the business
operations of either party or its affiliated companies, in any form including, but not
limited to, proprietary information and trade secrets, whether or not protected
under any patent, copy right or other intellectual property laws, in any oral,
photographic or electronic form, whether contained on computer hard disks or
floppy diskettes or otherwise without any limitation whatsoever. Without prejudice
to the generality of the foregoing, the Confidential Information shall include all
information about the party and its customers, costing and technical data,
studies, consultants reports, financial information, computer models and
programs, software, contracts, drawings, blue prints, specifications, operating
techniques, processes, models, diagrams, data sheets, reports and other
information with respect to any of the foregoing matters. All and every
information received by the parties and marked confidential hereto shall be
assumed to be confidential information unless otherwise proved. It is further
agreed that the information relating to the Bank and its customers is deemed
confidential whether marked confidential or not.
14.2 All information relating to the accounts of the Bank’s customers shall be
confidential information, whether labeled as such or otherwise.
14.3 All information relating to the infrastructure and Applications (including designs
and processes) shall be deemed to be Confidential Information whether labeled
as such or not. Service Provider personnel/resources responsible for the project
are expected to take care that their representatives, where necessary, have
executed a Non-Disclosure Agreement similar to the provisions of the Non-
Disclosure Agreement signed between the Bank and Service Provider.
14.4 Each party agrees that it will not disclose any Confidential Information received
from the other to any third parties under any circumstances without the prior
written consent of the other party unless such disclosure of Confidential
Information is required by law, legal process or any order of any government
authority. Service Provider in this connection, agrees to abide by the laws
especially applicable to confidentiality of information relating to customers of
Banks and the banks per-se, even when the disclosure is required under the law.

In such event, the Party must notify the other Party that such disclosure has been
made in accordance with law; legal process or order of a government authority.
14.5 Each party, including its personnel, shall use the Confidential Information only for
the purposes of achieving objectives set out in this Agreement. Use of the
Confidential Information for any other purpose shall constitute breach of trust of
the same.
14.6 Each party may disclose the Confidential Information to its personnel solely for
the purpose of undertaking work directly related to the Agreement. The extent of
Confidential Information disclosed shall be strictly limited to what is necessary for
those particular personnel to perform his/her duties in connection with the
Agreement. Further each party shall ensure that each personnel representing the
respective party agree to be bound by the terms of this Agreement.
14.7 The non-disclosure obligations herein contained shall not be applicable only
under the following circumstances:
(i) Where Confidential Information comes into the public domain during or after
the date of this Agreement otherwise than by Disclosure by a Party in
breach of the terms hereof.
(ii) Where any Confidential Information was disclosed after receiving the written
consent of the other Party.
(iii) Where if a Party is requested or required by law or by any Court or
governmental agency or authority to disclose any of the confidential
information, then that Party will provide the other party with prompt notice of
such request or requirement prior to such disclosure.
(iv) Where any Confidential Information was received by the Party from a third
party which does not have any obligations of confidentiality to the other
Party.
14.8 Service Provider shall abide with the Bank’s IT and IS policy in key concern areas
relevant to the project. Specific requirements will be shared as and when
required.
14.9 Service Provider shall ensure to filter all phishing / spamming / overflow attacks in
order to ensure availability and integrity on continuous basis.
14.10 The Service Provider shall not, without the Bank’s prior written consent, make
use of any document or information received from the Bank except for purposes
of performing the services and obligations under this Agreement.
14.11 Any document received from the Bank shall remain the property of the Bank and
shall be returned (in all copies) to the Bank on completion of the Service
Provider’s performance under the Agreement.
14.12 Upon expiration or termination of the Agreement and on all amounts as due and
payable to Service Provider under the Agreement having been received by
Service Provider, all proprietary documents, software documentation, programs
partially or wholly completed, or materials which are directly related to any project
under the Agreement shall be delivered to the Bank or at the Bank’s written
instruction destroyed, and no copies shall be retained by Service provider without
the Bank’s written consent.

15. TERMINATION CLAUSE

15.1 The Bank, without prejudice to any other remedy for breach of Contract, by a
written notice of not less than 90 (ninety) days sent to the Vendor, may terminate
the Contract in whole or in part:
i) If the Vendor fails to deliver and perform any or all the Services within the
period(s) specified in the Contract, or within any extension thereof granted by the
Bank; or
ii) If the vendor fails to perform any other obligation(s) under the contract; or
iii) Laxity in adherence to standards laid down by the Bank; or
iv) Discrepancies/deviations in the agreed processes and/or Services;
v) Violations of terms and conditions stipulated in the RFP/this agreement.
15.2 In the event the Bank terminates the Agreement in whole or in part for the
breaches attributable to the Service Provider, the bank may procure, upon such
terms and in such manner, as it deems appropriate, Services similar to those
undelivered and Service Provider shall be liable to the Bank for any increase in
costs for such similar Services. However, Service Provider, in case of part
termination, shall continue the performance of the Agreement to the extent not
terminated.
15.3 The Bank, by written notice of not less than 90 (ninety) days sent to the Service
Provider, may terminate the Agreement, in whole or in part, at any time for its
convenience. The notice of termination shall specify that termination is for the
Bank’s convenience, the extent to which performance of the Service Provider
under the contract is terminated, and the date upon which such termination
becomes effective.
15.4 In the event of termination of the Agreement, Service Provider shall be entitled to
receive payment for the Services rendered (delivered) up to the effective date of
termination.
15.5 The Bank may at any time terminate the Agreement without giving written notice
to Service Provider, if Service Provider becomes bankrupt or otherwise insolvent.
In this event termination will be without compensation to Service Provider,
provided that such termination will not prejudice or affect any right of action or
remedy, which has occurred or will accrue thereafter to the Bank on payment to
the Service Provider for the services rendered.
15.6 In the event of the termination of the Agreement Service Provider shall be liable
and responsible to return to the Bank all records, documents, data and
information including Confidential Information pertaining to or relating to the Bank
in its possession.
15.7 In the event of termination of the Agreement for material breach by Service
Provider, the Bank shall have the right to give suitable publicity to the same
including advising the Indian Bank’s Association.
15.8 Upon termination or expiration of this Agreement, all rights and obligations of the
Parties hereunder shall cease, except such rights and obligations as may have
accrued on the date of termination or expiration; the obligation of indemnity;

obligation of payment; confidentiality obligation; Governing Law clause; Dispute

resolution clause; and any right which a Party may have under the Applicable
Law.
16. DISPUTE REDRESSAL MACHANISM & GOVERNING LAW

16.1 All disputes or differences whatsoever arising between the parties out of or in
connection with this Agreement (including dispute concerning interpretation) or in
discharge of any obligation arising out of the Agreement (whether during the
progress of work or after completion of such work and whether before or after the
termination of this Agreement, abandonment or breach of this Agreement), shall
be settled amicably.
16.2 Disputes regarding penalty

Disputes regarding the penalty will be raised by the selected bidder or SBI to the
board of governance. The governance committee will have a defined escalation
process for conflict resolution.
16.3. Constitution of Board of Governance

The board of governance will have representatives from selected bidder and SBI.
The board will have three committees: operational, management and steering.
Each committee of the board will meet at periodic intervals to take up working
matters and conflicts for resolution. The escalation will be done by operations
to management to steering. Selected bidder will be preparing reports for each
level of governance at a frequency agreed as per contract. If however, the parties
are not able to solve them amicably, either party (SBI or Vendor), may give
written notice to other party clearly setting out there in specific dispute(s) and/or
difference(s) and shall be referred to a Board of Governance and settled as laid
down in Annexure-‘E’ at Section 6.3.5., and the award made in pursuance
thereof shall be binding on the parties.
16.4 Service Level Governance

Governance will cover the following functions:
16.5. Wrong SLA reporting

If SBI finds that SLA or levies reporting has a mistake, SBI can apply the
maximum allowable penalty for that SLA for the month, for that service.
In case of any mistakes / errors in reporting after final submission, SBI shall levy
a flat penalty of Rs.25,000/- per SLA.
16.6. Late SLA reporting

If SBI receives the SLA reports after the seventh day of the succeeding month,
SBI will issue a warning to the selected bidder.

If the selected bidder does not submit the report by fifteenth of the succeeding
month, SBI shall levy a flat penalty of Rs.10000/- per day of delayed reporting for
that month. (day 1 starts from sixteenth).
16.7. Shortfall in achieving target

Penalties as per trigger values, given in the SLA catalogue will be calculated
based on SLA achieved for the month, by the selected bidder and reported to SBI
on a monthly basis.
This penalty will be applied on the selected bidder as per contract terms agreed.
16.8. In case of any change in applicable laws that has an effect on the terms of this
Agreement, the Parties agree that the Agreement may be reviewed, and if
deemed necessary by the Parties, make necessary amendments to the
Agreement by mutual agreement in good faith, in case of disagreement
obligations mentioned in this clause shall be observed.
17. POWERS TO VARY OR OMIT WORK

17.1 No alterations, amendments, omissions, additions, suspensions or variations of
the work (hereinafter referred to as variation) under the Agreement shall be
made by Service provider except as directed in writing by Bank. The Bank
shall have full powers, subject to the provision herein after contained, from
time to time during the execution of the Agreement, by notice in writing to instruct
Service provider to make any variation without prejudice to the Agreement.
Service provider shall carry out such variations and be bound by the same
conditions, though the said variations occurred in the Agreement documents.
If any suggested variations would, in the opinion of Service provider, if carried

out, prevent them from fulfilling any of their obligations under the Agreement,
they shall notify the Bank, thereof, in writing with reasons for holding such opinion
and Bank shall instruct Service provider to make such other modified variation
without prejudice to the Agreement. Service provider shall carry out such
variations and be bound by the same conditions, though the said variations
occurred in the Agreement documents. If Bank confirms their instructions Service
provider’s obligations will be modified to such an extent as may be mutually
agreed. If such variation is substantial and involves considerable extra cost, any
agreed difference in cost occasioned by such variation shall be mutually agreed
between the parties. In any case in which Service provider has received
instructions from the Bank as to the requirement of carrying out the altered
or additional substituted work, which either then or later on, will in the opinion of
Service provider, involve a claim for additional payments, such additional
payments shall be mutually agreed in line with the terms and conditions of the
order.

17.2 If any change in the work is likely to result in reduction in cost, the parties shall
agree in writing so as to the extent of reduction in payment to be made to Service
Provider, before Service provider proceeding with the change.
18. NO WAIVER OF BANK RIGHTS OR SERVICE PROVIDER’S LIABILITY

Neither any payment sign-off/payment by the Bank for acceptance of the whole or
any part of the work, nor any extension of time/possession taken by the Bank
shall affect or prejudice the rights of the Bank against Service provider, or relieve
Service Provider of their obligations for the due performance of the Agreement, or
be interpreted as approval of the work done, or create liability on the Bank to pay
for alterations/ amendments/ variations, or discharge the liability of Service
Provider for the payment of damages whether due, ascertained, or certified or not
or any sum against the payment of which they are bound to indemnify Bank nor
shall any such certificate nor the acceptance by them of any such paid on
account or otherwise, affect or prejudice the rights of the Service provider,
against the Bank.
19. LIMITATION OF LIABILITY

19.1 For breach of any obligation mentioned in this RFP, subject to obligations
mentioned in this clause, in no event Service Provider shall be liable for damages
to the Bank arising under or in connection with this Agreement for an amount
exceeding the total Cost of service on the basis of the rate(s) so finalised with the
Vendor, for the said period. Service provider will ensure Bank’s data
confidentiality and shall be responsible for liability arising in case of breach of any
kind of security and/or leakage of confidential customer/Bank’s related
information to the extent of loss so caused.
19.2 Service provider will ensure Bank’s data confidentiality and shall be responsible
for liability arising in case of breach of any kind of security and/or leakage of
confidential customer/Bank’s related information to the extent of loss so caused.
19.3 The limitations set forth herein shall not apply with respect to:
a) claims that are the subject of indemnification pursuant to IPR infringement,
b) damage(s) occasioned by the gross negligence, fraud or wilful misconduct of
Service Provider,
c) damage(s) occasioned by Service Provider for breach of Confidentiality
Obligations,
d) When a dispute is settled by the Court of Law in India.
e) Regulatory or statutory fines imposed by a Government or Regulatory agency
for non-compliance of statutory or regulatory guidelines applicable to the Bank.
20. FORCE MAJEURE

20.1 Any failure or delay by either parties in performance of its obligation, to the extent
due to any failure or delay caused by fire, flood, earthquake or similar elements of
nature, or act of God, war, terrorism, riots, civil disorders, rebellions or

revolutions, acts of government authorities or other events beyond the

reasonable control of non-performing Party shall not be deemed as default.
20.2 If Force Majeure situation arises, the non-performing party shall promptly notify to
the other party in writing of such conditions and the cause(s) thereof. Unless
otherwise agreed in writing, the non-performing party shall continue to perform its
obligations under the Agreement as far as is reasonably practical, and shall seek
all reasonable alternative means for performance not prevented by the Force
Majeure event.
20.3 If the Force Majeure situation continues beyond 30 days, the either parties shall
have the right to terminate the Agreement by giving a notice to the other party.
Neither party shall have any penal liability to the other in respect of the
termination of this Contract as a result of an event of Force Majeure. However,
Service Provider shall be entitled to receive payments for all services actually
rendered up to the date of the termination of this Agreement.
21. NOTICES
21.1 Any notice or other communication under this Agreement given by the Bank to
the Service Provider shall be deemed properly given if in writing and;
i. When hand delivered during normal business hours of the recipient,
acknowledgment taken.
ii. If transmitted by facsimile during normal business hours of the recipient; proof
of delivery taken. A copy sent by registered mail/ first class courier, return receipt
requested shall follow all fax notices, to any Fax number of _____________
Service provider’s office at _________________, or any other place advised by
Service provider to the Bank from time to time.
iii. If mailed by registered mail/ first class courier, return receipt requested, within
five working days of posting, properly addressed and stamped with the required
postage, to the intended recipient at its address specified below its signature at
the end of this Agreement.
21.2 The Addresses for Communications to the parties are as under.
(a) In the case of the Bank
………………………..
………………………..
………………………..
………………………..
(b) In case of Service Provider
……………………….
………………………..
………………………..
………………………..
In case there is any change in the address of one party, it shall be communicated
in writing to the other party with in fifteen (days).

22. GENERAL TERMS & CONDITIONS

22.1 SUCCESSORS AND ASSIGNS: This Agreement shall bind and inure to the
benefit of the parties, and their respective successors and permitted assigns.
22.2 NON-HIRE AND NON-SOLICITATION: During the term of this Agreement and for
a period of one year thereafter, neither party shall (either directly or indirectly
through a third party) employ, solicit to employ, cause to be solicited for the
purpose of employment or offer employment to any employee/s or sub-
contractor/s of the other party, or aid any third person to do so, without the
specific written consent of the other party. However nothing in this clause shall
affect the Bank’s regular recruitments as per its recruitment policy and not
targeted to the employees of Service provider.
22.3 SEVERABILITY: The invalidity or unenforceability of any provision of this
Agreement shall not in any way effect, impair or render unenforceable this
Agreement or any other provision contained herein, which shall remain in full
force and effect.
22.4 MODIFICATION: This Agreement may not be modified or amended except in
writing signed by duly authorized representatives of each party with express
mention thereto of this Agreement.
22.5 ENTIRE AGREEMENT: This agreement constitutes the entire agreement
between the Parties with respect to the subject matter hereof and supersedes all
prior written agreements, undertakings, understandings and negotiations, both
written and oral, between the Parties with respect to the subject matter of the
Agreement except which are expressly annexed or attached to this agreement
and saved by this Agreement. No representation, inducement, promise,
understanding, condition or warranty not set forth herein has been made or relied
upon by any Party hereto.
This agreement comprises this Agreement and the following Appendices /
Addendums / Annexures / Schedules which shall be an integral part of this
Agreement, and the Parties shall be bound by the terms and conditions contained
herein:
i. Annexures 1 to 3,
ii. SLA and Penalties / Bonuses, and
iii. Schedules
22.6 PRIVITY: Neither this Agreement nor any provision hereof is intended to confer
upon any person/s other than the Parties to this Agreement any rights or
remedies hereunder.
22.7 EFFECTIVE DATE: This Agreement shall be effective from the date mentioned at
the beginning of this Agreement.
22.8 DUE AUTHORISATION: Each of the undersigned hereby represents to the other
that she/ he is authorized to enter into this Agreement and bind the respective
parties to this Agreement.
22.9 COUNTERPART: This Agreement is executed in duplicate and each copy is
treated as original for all legal purposes.

IN WITNESS WHEREOF, the parties hereto have caused this Agreement to be

executed by their duly authorized representatives as of the date and day first
mentioned above.
State Bank of India ……………….Service Provider
By: By:
Name: Name:
Designation: Designation:
Date: Date:
WITNESS:
1. 1.
2. 2.

ANNEXURE-1
DELIVERABLES/SCOPE OF WORK
1. Description of Deliverables:
As per the Scope of Work defined in Section 3 of Annexure-E of RFP. (relevant areas to
be incorporated)
2. Specifications, Performance Standards, and Functional Requirements:
[Include here all of the specifications, performance standards, and functional
requirements for the Deliverables that are important to the Bank. Be certain to
include run and operator response times (if applicable) which are part of the
Acceptance criteria discussed in this agreement.]
As defined in Section 3, 4, 5 & 6 of Annexure-E of RFP. (relevant areas to be
incorporated)
3. Documentation:
[Identify here all user manuals and other documentation concerning the Services.]‘
4. Place of Service10 As defined in Section 3 of Annexure-E of RFP.
1. Agra / Noida / Gurugram / Jaipur (any one)

2. Bengaluru / Hyderabad / Chennai (any one)
3 Kolkata / Bhuvaneshwar (any one)
4. Vadodara / Pune / Navi Mumbai (any one)
* No specific order, but to take care of migration aspect.
5. Standard Services
Standard services to be delivered under this Agreement are illustratively listed
below:-
The details of services, their responsibilities and availability to be described-
1. Scope of Work
2. Timelines
3. Service Levels (including penalties & bonuses)
10
Brief description of place of service

6. Maintenance/ Upgrades
6.1 Service provider shall maintain and upgrade the software/ hardware during the
contract period so that the software/ hardware shall, at all times during the contract
period, meet the performance requirements as set forth in this Agreement. Service
Provider shall, at no cost to the Bank, promptly correct any and all errors,
deficiencies and defects in the software/ hardware.
7. Correction of Deficiencies in Deliverables

7.1 If Service provider is unable to correct all Deficiencies preventing acceptance of a
deliverable or meet the performance requirements, for which Service provider is
responsible within the timelines as mentioned in this Agreement, the Bank may at
its discretion:
a) Impose penalty on Service Provider as mentioned under Annexure E of RFP.11
b) Terminate this Agreement for cause in accordance with Clause 16 of Annexure-O
(except that the Bank is under no obligation to provide Service provider any further
opportunity to cure, Check) and recover its damages as set forth in this Agreement.
8. Risk Management
Service Provider shall identify and document the risk in delivering the Services.
Service Provider shall identify the methodology to monitor and prevent the risk, and
shall also document the steps taken to manage the impact of the risks.
Service Complaints12
11
Please mention relevant annexure.
12
Describe in detail the service complain methodology for the services.

ANNEXURE-2
< Undermentioned are proposed penalty metrics, they are required to be customized by
the concerned dept.><strike off whichever is not applicable>
PENALTY FOR NON PERFORMANCE OF SLA
As defined in Section 6 of Annexure-E of RFP
(to be incorporated from the above)

ANNEXURE-3
Transition Plan
1. Introduction
1.1 This Annexure describes the duties and responsibilities of the SERVICE
PROVIDER and the STATE BANK OF INDIA to ensure proper transition of
services and to ensure complete knowledge transfer.
2. Objectives
2.1 The objectives of this annexure are to:
(1) ensure a smooth transition of Services from the SERVICE PROVIDER to a
New/Replacement SERVICE PROVIDER or back to the STATE BANK OF
INDIA at the termination or expiry of this Agreement; and
(2) ensure that the responsibilities of both parties to this Agreement are clearly
defined in the event of exit and transfer; and
3. General
3.1 Where the STATE BANK OF INDIA intends to continue equivalent or
substantially similar services to the Services provided by the SERVICE
PROVIDER after termination or expiry the Agreement, either by performing
them itself or by means of a New/Replacement SERVICE PROVIDER, the
SERVICE PROVIDER shall ensure the smooth transition to the Replacement
SERVICE PROVIDER and shall co-operate with the STATE BANK OF INDIA or
the Replacement SERVICE PROVIDER as required in order to fulfil the
obligations under this annexure.
3.2 The SERVICE PROVIDER shall co-operate fully with the STATE BANK OF
INDIA and any potential Replacement SERVICE PROVIDERs tendering for any
Services, including the transfer of responsibility for the provision of the Services
previously performed by the SERVICE PROVIDER to be achieved with the
minimum of disruption. In particular:
3.2.1 during any procurement process initiated by the STATE BANK OF INDIA and in
anticipation of the expiry or termination of the Agreement and irrespective of the

identity of any potential or actual Replacement SERVICE PROVIDER, the

SERVICE PROVIDER shall comply with all reasonable requests by the STATE
BANK OF INDIA to provide information relating to the operation of the Services,
including but not limited to, hardware and software used, inter-working,
coordinating with other application owners, access to and provision of all
performance reports, agreed procedures, and any other relevant information
(including the configurations set up for the STATE BANK OF INDIA and
procedures used by the SERVICE PROVIDER for handling Data) reasonably
necessary to achieve an effective transition, provided that:
3.2.1.1 the SERVICE PROVIDER shall not be obliged to provide any information
concerning the costs of delivery of the Services or any part thereof or disclose
the financial records of the SERVICE PROVIDER to any such party;
3.2.1.2 the SERVICE PROVIDER shall not be obliged to disclose any such information
for use by an actual or potential Replacement SERVICE PROVIDER unless
such a party shall have entered into a confidentiality agreement; and
3.2.1.3 whilst supplying information as contemplated in this paragraph 3.2.1 the
SERVICE PROVIDER shall provide sufficient information to comply with the
reasonable requests of the STATE BANK OF INDIA to enable an effective
tendering process to take place but shall not be required to provide information
or material which the SERVICE PROVIDER may not disclose as a matter of
law.
3.3 In assisting the STATE BANK OF INDIA and/or the Replacement SERVICE
PROVIDER to transfer the Services the following commercial approach shall
apply
(1) where the SERVICE PROVIDER does not have to utilise resources in
addition to those normally used to deliver the Services prior to termination
or expiry, the SERVICE PROVIDER shall make no additional Charges.
The STATE BANK OF INDIA may reasonably request that support and
materials already in place to provide the Services may be redeployed onto
work required to effect the transition provided always that where the
STATE BANK OF INDIA agrees in advance that such redeployment will
prevent the SERVICE PROVIDER from meeting any Service Levels,
achieving any other key dates or from providing any specific deliverables to
the STATE BANK OF INDIA, the STATE BANK OF INDIA shall not be
entitled to claim any penalty or liquidated damages for the same.

(2) where any support and materials necessary to undertake the transfer work
or any costs incurred by the SERVICE PROVIDER are additional to those
in place as part of the proper provision of the Services the STATE BANK
OF INDIA shall pay the SERVICE PROVIDER for staff time agreed in
advance at the rates agreed between the parties and for materials and
other costs at a reasonable price which shall be agreed with the STATE
BANK OF INDIA.
3.4 If so required by the STATE BANK OF INDIA, on the provision of no less than
three months’ notice in writing, the SERVICE PROVIDER shall continue to
provide the Services or an agreed part of the Services for a period not less than
3 months and not exceeding 12 months beyond the date of termination or
expiry of the Agreement. In such event the STATE BANK OF INDIA shall
reimburse the SERVICE PROVIDER for such elements of the Services as are
provided beyond the date of termination or expiry date of the Agreement on the
basis that:
(1) materials and other costs will be charged at a reasonable price which shall be
agreed between the Parties; and/or
(2) any other fees agreed between the Parties at the time of termination or expiry.
3.5 The SERVICE PROVIDER shall provide to the STATE BANK OF INDIA an
analysis of the Services to the extent reasonably necessary to enable the
STATE BANK OF INDIA to plan migration of such workload to a Replacement
SERVICE PROVIDER provided always that this analysis involves providing
performance data already delivered to the STATE BANK OF INDIA as part of
the performance monitoring regime.
3.6 The SERVICE PROVIDER shall provide such information as the STATE BANK
OF INDIA reasonably considers to be necessary for the actual Replacement
SERVICE PROVIDER, or any potential Replacement SERVICE PROVIDER
during any procurement process, to define the tasks which would need to be
undertaken in order to ensure the smooth transition of all or any part of the
Services.
3.7 the SERVICE PROVIDER shall make available such Key Personnel who have
been involved in the provision of the Services as the Parties may agree to
assist the STATE BANK OF INDIA or a Replacement SERVICE PROVIDER
(as appropriate) in the continued support of the Services beyond the expiry or

termination of the Agreement, in which event the STATE BANK OF INDIA shall
pay for the services of such Key Personnel on a time and materials basis at the
rates agreed between the parties.
3.8 The SERVICE PROVIDER shall co-operate with the STATE BANK OF INDIA
during the handover to a Replacement SERVICE PROVIDER and such co-
operation shall extend to, but shall not be limited to, inter-working, co-ordinating
and access to and provision of all operational and performance documents,
reports, summaries produced by the SERVICE PROVIDER for the STATE
BANK OF INDIA, including the configurations set up for the STATE BANK OF
INDIA and any and all information to be provided by the SERVICE PROVIDER
to the STATE BANK OF INDIA under any other term of this Agreement
necessary to achieve an effective transition without disruption to routine
operational requirements.
4. Replacement SERVICE PROVIDER

4.1 In the event that the Services are to be transferred to a Replacement SERVICE
PROVIDER, the STATE BANK OF INDIA will use reasonable endeavors to
ensure that the Replacement SERVICE PROVIDER co-operates with the
SERVICE PROVIDER during the handover of the Services.
5. Subcontractors
5.1 The SERVICE PROVIDER agrees to provide the STATE BANK OF INDIA with
details of the Subcontracts used in the provision of the Services. The SERVICE
PROVIDER will not restrain or hinder its Subcontractors from entering into
agreements with other prospective service providers for the delivery of supplies
or services to the Replacement SERVICE PROVIDER.
6. Transfer of Data
6.1 In the event of expiry or termination of this Agreement the SERVICE
PROVIDER shall cease to use the STATE BANK OF INDIA Data and, at the
request of the STATE BANK OF INDIA, shall destroy all such copies of the
STATE BANK OF INDIA Data then in its possession to the extent specified by
the STATE BANK OF INDIA.
6.2 Except where, pursuant to paragraph 14.1 above, the STATE BANK OF INDIA
has instructed the SERVICE PROVIDER to destroy such STATE BANK OF

INDIA Data as is held and controlled by the SERVICE PROVIDER, 1 (one)

months prior to expiry or within 1 (one) month of termination of this Agreement,
the SERVICE PROVIDER shall deliver to the STATE BANK OF INDIA:
(1) An inventory of the STATE BANK OF INDIA Data held and controlled by
the SERVICE PROVIDER, plus any other data required to support the
Services; and/or
(2) a draft plan for the transfer of the STATE BANK OF INDIA Data held and
controlled by the SERVICE PROVIDER and any other available data to
be transferred.
IN WITNESS WHEREOF, the parties hereto have caused this annexure to be

executed by their duly authorized representatives as of ……………..day of
……………...
State Bank of India Service Provider
By: By:
Name: Name:
Designation: Designation:
Date: Date:
WITNESS:
1. 1.
2. 2.

ANNEXURE-P
Deviation Sheet
Applicable only for Annexure ‘C1’ and ‘C2’

(not applicable for any other terms and conditions stipulated in this RFP)
We / M/s ________________________ confirm that the below mentioned table has all
the ‘partially compliant’ and ‘non-compliant’ sections of Annexure ‘C1’ –
Functional Specifications, Annexure ‘C2’ – Technical Specifications, of this RFP.
Any requirement not covered under this format would be considered as compliant.
We also confirm that all the partially complied or not complied with requirements in
Annexure C1 and C2 will be complied with before the end of Pilot state stage.
We also undertake to comply with the guidelines in respect of timelines stated in this
RFP, failing which we shall be liable for the penalties and other costs recoverable by the
Bank.
Sr. Document Section Sub- Line / Requirement Deviation if any

No. section Sr. no
Authorised Signatory
Name:
Designation:
Bidders’ Corporate Name:
Address:
Email and Phone:

APPENDIX-A
IVR Features
Caller
Phone Banking / TPIN validation
Validation
Birth day greetings / welcome prompt / customer filtration ( HNI )
Promotional message (Optional)
Up front Balance
Balance Inquiry
Last 'X' transactions
Own account
Funds
Financial Services
3rd Party account-Same bank

transfer
3rd Party account-Other Banks
Funds transfer across currencies
Mini Post
statement
request Email
Detailed Post
Statement
Request Email
Cheque book request
Single cheque
IVR Stop Cheque payment
Series of cheque
Cheque Status Enquiry
Grievance registration
Retail
Banking Utility bill Bill presentment
Services payment
Part payment
through Debit Bill Payment
Card Full payment
Draft request
Interest rates IVR
Deposits
Deposit booking
Report lost or stolen ATM card
Hot list card
Block card
Reissuance of ATM card request
ATM Debit
card Status of New Cards
Log request for new
PIN through SMS
ATM card PIN
Generate PIN online
Change PIN Online
ATM locations IVR
General
Branch locations IVR
information
IVR menu options Email

IVR
Forex rates
Email
Debit card Announce reward points
Reward
points Redeem reward points
Personal Loan
Home Loans
Products
Auto Loans
Information
Educational Loans
Other Loans
Application status
Personal
Loan Information
Loan
Statement request Email
Financial Services
Loan
Application status
services
Auto Loan Loan Information
Statement request EMail
Application status
Educational
Loan Information
Loan
Application status
Home Loan Loan Information
Up front Balance
Balance Inquiry
Last X transactions
Mini EMail
statement
Detailed EMail
Corporate request
Statement
Cheque book request
Banking Request
Cheque Single cheque
Related Stop Cheque payment
Services Series of cheque
Cheque Status Enquiry
Grievance registration
Draft request
Unlock User
Block Internet banking / mobile banking
Mobile Unblock Internet Banking / Mobile Banking
Banking &
Activate Internet banking / mobile banking
Internet
banking New Password request by Email
Channels
Registration of Internet Banking / Mobile Banking
Request detail through SMS
New Password request by SMS
Phone
Registration
banking
De Registration

Stop Cheque , Interest certificate

Green PIN , TDS
Request for Cheque Book, Creation of RD /FD
Fund transfer, Request for Replacement of Debit
Card
Trouble shooting
YONO
De-registration
Languages to be Assamese, Bengali, English, Guajarati, Hindi, Kannada,
supported on the IVR Kashmiri, Malayalam, Manipuri, Marathi, Oriya, Punjabi,
along with launch Tamil, Telugu
Languages to be Bodo, Dogri, Konkani, Maithili (also Meitei or
supported on the Meithei), Nepali, Sanskrit, Santhali, Sindhi and Urdu.
IVR in phase II

Request For Proposal

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REQUEST FOR PROPOSAL

FOR BUIILDING, MIGRATING AND OPERATING

Ref: SBI:CCOD-01/2018-19 dated : 09/08/2018

Contact Centre Operations Department,

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47 Disputes and arbitration

Annexure No. Head of Annexure Page No.

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FMEA Failure Mode Effects Analysis

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PIN Personal Identification Number

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Wg. Price Weighted Price

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c) “Bidder/Service Provider/System Integrator” means an eligible

d) “Bid” means the written reply or submission of response to this RFP.

f) “Vendor/Service Provider” is the successful Bidder found eligible as per

g) “The Contract Price/Project Cost” means the price(s) payable to the

h) “Services” means all services, scope of work and deliverables to be

Page 9 of 254 Confidential & Proprietary

v. This document shall not be transferred, reproduced or otherwise used for

Page 10 of 254 Confidential & Proprietary

As given in Annexure-E of this document.

5. Eligibility and Technical Criteria:

(b) Either the Bidder on behalf of Principal/OEM or Principal/OEM itself is

Page 11 of 254 Confidential & Proprietary

stamped as applicable in the State where it is executed. Bid submitted without

6. Cost of Bid document:

7. Clarification and amendments on RFP/Pre-Bid Meeting

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8. Contents of Bid documents:

Page 13 of 254 Confidential & Proprietary

x. All requirements in Annexure ‘C1’ and ‘C2’ (Functional and Technical

9. Earnest Money Deposit (EMD):

Page 14 of 254 Confidential & Proprietary

vii. No interest is payable on EMD.

viii. The EMD may be forfeited: -

10. Bid Preparation and submission:

i. The Bid is to be submitted in two separate envelopes. One of the envelope is to

(e) Bidder’s details as per Annexure-D on Bidder’s letter head.

(f) Any deviations sought from technical criteria/specifications given in RFP.

Page 15 of 254 Confidential & Proprietary

iii. Bidders may please note:

b. A soft copy (Word format) on a CD should also be kept in a separate envelope

c. While submitting the Technical Bid, literature on the Services should be

Page 16 of 254 Confidential & Proprietary

m. Any inter-lineation, erasures or overwriting shall be valid only if these are

n. The Bid document shall be spirally bound.

11. Deadline for Submission of Bids:

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12. Modification and Withdrawal of Bids:

b. A withdrawal notice may also be sent by Fax, but followed by a signed

e. Withdrawn Bids, if any, will be returned unopened to the Bidders.

13. Period of Validity of Bids:

b. In exceptional circumstances, the Bank may solicit the Bidders’ consent to an

14. Bid integrity:

Page 18 of 254 Confidential & Proprietary

15. Bidding process/Opening of Technical Bids:

Page 19 of 254 Confidential & Proprietary

16. Technical Evaluation: